Patient reviews, complaints and expectations: navigating modern dentistry

This webinar will equip dental practice managers and owners with the knowledge, tools, and confidence to proactively manage patient feedback, navigate complaints, and protect their practice's reputation.

Learning outcomes

• Evaluate their current approach to patient reviews, including where and how feedback is gathered, and implement a more proactive strategy for collecting and responding to reviews across key platforms
• Identify behavioural and communication cues that suggest a patient may be at risk of escalating a concern, and take steps to address dissatisfaction before it becomes a formal complaint
• Apply practical techniques for handling difficult conversations, including de-escalation, empathetic communication, and maintaining professionalism under pressure
• Manage complaints in line with regulatory expectations, following a clear process from initial acknowledgement through to resolution, documentation, and organisational learning
• Understand the link between patient experience, feedback, and practice reputation, and recognise how proactive complaint and review management supports both patient retention and professional standards.