Navigating complaints, reviews and feedback with confidence

This webinar will provide dental professionals with practical strategies for handling patient complaints, reviews, and feedback effectively and professionally.

The speaker, Lisa Bainham, will help to equip attendees with the confidence to respond appropriately to difficult or unfair patient interactions while maintaining a positive patient-practice relationship. Lisa will also explore proactive measures to help prevent complaints and foster a culture of accountability and continuous improvement within the dental team.

Learning outcomes

• Recognise common challenges associated with patient complaints, reviews and feedback, and understand their impact on the practice
• Develop appropriate, professional and constructive responses to patient complaints and negative reviews
• Implement practical strategies to de-escalate difficult situations and turn negative experiences into positive outcomes
• Apply proactive measures to minimise complaints, including clear communication, patient expectation management and accountability within the team.