Dealing with patient complaints: real cases, real solutions

Even the best dentists get complaints from patients. That’s why part of being a good dentist is knowing how to handle these situations, and what you can do to prevent them.

In this webinar we will use real-life case examples to guide you through responding to common complaints, managing escalations and getting the best out of the support available from your indemnity provider.

Learning outcomes

Understand the difference between a complaint and a claim
Understand common causes of complaints
Learn how to respond with empathy
Discover how to prevent patient complaints
Refresh knowledge of relevant GDC guidelines
Understand how your indemnity provider can help.

Speaker: Julie-Anne Conway

With over a decade of experience at Densura, Julie-Anne now heads its dentolegal team. A Bristol graduate (1995), she brings a rich background in general practice, postgraduate education, and clinical leadership. She has mentored overseas dentists, worked as a clinical lead within a major dental corporate, and continues to maintain a part-time role as a clinical supervisor for third-year dental students.

In addition to her clinical expertise, Julie-Anne holds a masters degree in law. Her extensive experience in legal matters, complaints handling, and claims management informs her work every day. Above all, she believes the heart of her role lies in understanding the stress and uncertainty that dentists face when dealing with complaints or regulatory challenges and supporting them through it.

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This Continuing Professional Development (CPD) activity fully complies with the CPD requirements of the General Dental Council. FMC certifies this activity for one hour of enhanced CPD in the subject of Dealing with patient complaints: real cases, real solutions.

This CPD meets the criteria for the GDC’s development outcome A.

Data notice: This webinar is hosted by Dentistry.co.uk (Finlayson Media Communications Ltd) on behalf of Denura who is the Data Controller for your registration and attendee data. We act as Data Processor and will share your registration and attendance details with them for webinar administration and follow-up. See our Webinar Terms & Conditions for more details.