Patient need to feel heard and offer sincere apology
I learned how to handle complain(s) efficiently, and respectfully. That the patient sometimes just want to have acknowledgement for the mishap and a sincere apology will sometimes resolve and not escalate the problem any further.
Insightful
informative
Very interesting. Good recap
good to refresh and clarify the points in how a complaint should be treated. Also knowing that majority can be dealt with in house if the patients concerns are taken seriously and addressed
Good recap Magic min
Informative course. A good reminder of the complaints procedures and the external bodies that can be utilised if they are not managed/dealt with locally
Very useful course
A very thorough course covering all the relevant points and management , the importance of attitude and response time
systems and strategies for dealing with complaints constructively
Very informative
Very informative
Good course
Good course and recap
very informative
The course has enhanced scope of knowledge
Good information. The case study offers good opportunity to consolidate learning and application of knowledge.
Re-established methodology that I was aware of.
good knowledgble course
Great course
Very informative
Updates knowledge and any changes in dealing with a complaint.
Very informative course on complaints handling
Magic minute, very helpful for remembering
useful reflection common sense regarding complaint handling
Good to clarify knowledge already known
Well laid out and easy to progress through
Always good to update yourself on complaints procedure
excellent refresher
Useful practical advice
helpful update
very informative
reassuringly common sense
Very good one
Great course good content
Excellent course
very interesting
Informative
Detailed explanation
thank you
Good level of detail easy to follow
Useful concise course.
Good course to make you stop and rethink procedures and approach to complaints
very relevant for my profession as dentist
a great refresher for dealing with complants
Good synopsis of process’s and methods to help deal with a complaint
Reinforces current learning
concise and to the point
brilliant course
good course with general information and good points on listening, remaining calm and understanding patients points of view and expectations. Dental treatment can be scary and expensive, sometimes it is good for the team to reflect and remember this.
This was an informative update on handling complaints which is always a relevant topic for those working in the public sector
Great course
course informed me and was a refresher of how to effectively handle a patient complaint
Good update and reminder how to avoid and manage complaints to prevent escalation.
Clear & concise.
vERY GOOD
Comprehensive, well laid out course.
excellent refresher on complaints process
good course
i need this !
I learnt the best way in handling complaints written or verbal
Extremely informative
very well presented thanks
Clear, concise and relevant explanations of the concepts were extremely helpful in understanding the ways to be implemented at our end.
Clear information, well presented
Very useful to aid in complaint handling and enhancing the patient experience.
helpful course .
great course
magic minute is helpfultrying not to be defensive is good advise listen and let pt talk.address on day of complaint
Sensible presentation of the important steps in the process
Good refresher of knowledge
Very comprehensive summary
I updated my knowledge concerning complains procedure
great
Very useful update
Great Very informative course
Great course
It is good to let patients know who to contact if they are unsatisfied with service provided.
informative course
Good courae
This really helped me expand my knowledge on handling complaints
A logical progression through the complains procedure
very informative and up to date. good to include case study for better understanding
understanding the complaints procedure a lot clearer
The course had hepled me to understand what a complaint is and howto deal with it in calm manner.
it is concise and simple
Good CPD on Handling Complaints
great refresher
all relevant information.
Straightforward and easy to access.
Informative and useful course
Clear advice
Great course to refresh knowledge and understanding around complaints and how best to deal with them.
Simple to understand
i learnt more about how to deal with complaints. it was good to do a case study
Always good to have a review of this subject
Precise course
Clear, concise and very informative course.
Very useful information for me on how to deal with complaining patients and how the complaints procedure is done.
Very insightful course, great refresher
Thank you for good, comprehensive training.
good revision
Very informative
well structured and relevant
Nicely pitched, succinct
Very clear and covered the important areas needed in dealing with a complaint
found this course very informative and reiterated some important key steps in dealing with a complaint
This was a good course, simple and good for refreshing memory
very informative
Simple and clear course
course self-explanatory and is easy to follow
course was well laid out and easy to understand
It was good.
Very good recap on how to deal with complaints
Most helpful to know how to handle complaint
very informative
a good refresher on managing complaints in practice
Very well presented.
i understood why patients complain.i understood how to handle complaints.i learned about my legal obligations when dealing with a complaint.
Good recap of proper procedure
Informative course
a good review of the subject
very important to understands complaint handling
I thought the course explained everything very well.
very informative
Very good explanations
GOOD TO GO OVER AGAIN.
A good refresher to complaint handling
Very in depth course.
Found this very interesting.
Very informative and mind stretchinmodule really useful with excellent guidance
Suitably comprehensive
Great course :)
Enjoyed this course, very good content.
useful
I have learnt how to deal with a complaint in the dental workplace, how to listen and respond to the complaint efficiently.
useful info - well expressed
actually straightforward but v useful reiteration checklist was useful
GOOD ALL ROUND COMPLAINTS REFRESHER COURSE
understand the cause of complaints, the skill of dealing with complaints and the proper response and training on handling complaint.
Very informative
very informative
Interesting course
Very informative
VERY INFORMATIVE GOOD TO KNOW
I found this course very useful
easy to understand and good advices
update of knowledge
very worthwhile subject as constantly ongoing in practice
very informative
informative course
very informative
Great advice on how to handle complannts
Good course with excellent points
Great update.
Informative
very helpful course
Excellent, thank you!
Useful update
very good
Well written & concise course
Links to appropriate supportive material really usefulAppropriate and up-to-date review of managing a complaints
good reminders about revisiting the complaints trainig with the whole team
good revision, i think working on your self and having a sincere intention to help patients will help avoid complaints
Very easy to follow and use
it is always good to update your knowledge regarding complaints and how if possible to avoid that situation
Very good to refresh and update knowledge
excellent course
The course was helpful in in giving general information on how to approach the person making the complaint and how to respond without escalating the problem.
i have learnt alot about complaints
Very good course, simple and clear
Very good
Very informative with easy to understand protocols for handling a complaint
well laid out
Good revision: we must make the patient feel comfortable about making a complaint: it helps us improve our service. Good handling of a complaint can strengthen the patient- team bond
Very excellent course, enjoyed every part.
informative
covered all aspects well, good understanding
Complaint handling and the procedure.
easy to navigate thanks
i found this very useful
Very helpful course
Good outline of policies to follow and working together as a team
updating core knowledge
good course
Good refresher
very informative course
Thank you for amazing course.
Informative and easy to follow
Very well constructed.
This was a good course and will help me a lot , this course encourages me review my current documents and understandings.
easy to understand
good covering of how to handle complaints effectively
very nicely laid out.
very informative
thank you - a very informative course
Revise on what needs to be done.
I have not completed complaints training for a while. This provided me with the uptodate information to put into my day to day practice.
good information on how to deal with complaints
Great recap course
Thorough course easy to understand and apply. Simple tips provided to prevent complaints.
I learnt a lot
very good
informative and interesting
Very good course and very informative.
I feel this was a very helpful course
Really happy with course easy to understand
i enjoyed this course and it was very informative
Really good course
good course
I think the course was concise and well written should be seen by all team members
Very good course
Liked the tip about the magic minute
well structured
brilliant cpd course
A good reminder
Well presented, concise and easy to understand. Straightforward questions.
Good reminder of need for timely response.
This course gave excellent revision into complaints handling. It covered all aspects when dealing with a complaint in simlple steps.
informative and helpful course
This course was fairly put togeter and very helpful
very clear
gives a good overview and refresher for complaints handling update
helpfull update
Very informative.
Good refresher
It is very important to deal with customer complaints within the correct time frame and manner. The course provides excellent learning and development, information and ways to improve.
very informative
reinforced time frames in response to a complaint
Very informative
A good understaning of this subject.
Great to refresh after completing the course last year.
very well explained and easy to understand
Very useful refresher. Logical and easy to follow. Covers both NHS and private practice
Course was very precise ,informative and efficient.
well organised course
A very interesting learning module
Great course
very informative
clear and concise advice
Very straightforward and informative.
Very informative
Good revision
very good update
Informative course.
well explained topic.
Very informative
this course refreshed my knowledge on this subject.
Extremely usefulA good overview
Excellent training content
good refresher of complaints
A great introduction to handling complaints. Very informative.
good revision
Found this very helpful and informative
good informative course
very good info
Learnt about how to handle complain in different situation.
full patient Journey from start to finish on how to maintain a good working happy practice
A good course which highlights the issues around complaints.
good concise courserelevant information
A good refresher, especially at the moment with Covid-19 raising lots of complaints from patients about a wide range of problems.
It was well worth it reading through all the suggestions again to be able to react accordingly and in a manner solving the situation.
useful advice to know
useful
Helpful, straight forward , easy to understand and good advice
Informative and, generally, a good refresh for the complaint procedure
Very informative course and revises the need for a good complaint procedure to be in place and for every one to be aware of the procedures when dealing with complaints.
Good course
revision of complaints process
A good course that helped me refresh my knowledge on the subject.
updated knowledge regarding what is expectedcommunicate properly with patients colleagues and other professionals.
A good refresher
Such an important topic and greatly appreciate all the useful guidance provided by this course
Helpful
Very useful course in refreshing handling complaints
Useful reminder of the process and details around handling a complaint.
A very good update on handling complaints and procedures involved
Presented well and very clear to understand
brill
Informative - easy to understand.
good to go over procedures again ...communication is key
Easy to go through and a useful resource for reviewing my complaints procedure knowledge.
very helpful
Very informative
A very good course outlining good handling of the complaints procedure
good course
very easy to follow and clear instruction
thank you :)
Excellent cours
Resources given in the course is helpful.
Well structured course.
good revision
Really helpful and useful course in regards to complaints handling.
good revision and to touch base at a practice meeting to ensure everybody is aware of the complaints policy at our practice and the best way to behave in order to deal with a complaint successfully
Very good course - easy to read and understand to refresh your mind and skills on handling a complaint.
Well written
Good content
very informative
Really good course
revision of complaints procedure
An excellent course.
a good refresher
Reinforced good habits when dealing with complaints, mindful that you are dealing a person and not just the situation and facts. They may be distressed or upset or aim should always be to help and support them.
An excellent review of the complaints handling process.
informative
Succinct but thorough. A good explanation of the subject.
Again another good course
Course was informative and helped with the procedures of replying to complaints
good course
It was a good clear course. My understanding of the complaint procedure is clearer and how to deal with situations when/if they arise.
Probably the best course on prodental
The module covers a fundamental topic in a concise way, providing ample material for reflecting on how to behave in these stressful circumstances, how to implement the daily workflow and how to strenghten the practice policies.It also provides resources for further reading.
This course was extremely informative and was good to review how best to deal with a complaint should it arise and the best way to resolve the situation with minimum stress
Informative
good course
good course
Useful to revise complaints procedure.
Very clear
this is a great course and each time I do it I think I am getting better at working out the protocols we use: its the most important part and it gives us an opportunity to demonstrate to patients that we are here for their benefit: its an opportunity to improve.
good refresher
Very explanatory
helpful
This will help me with my day to day role on reception
excellent
Really good course
Very comprehensive course
interesting an useful
good information on complaints procedure
A good reminder to listen to patients
It was the first time taking a CPD course, I really liked it.
Good to learn about the correct timings when dealing with complaints
Clear guidance
good content
a good overview of handling complaints from patients
excellent revison
This was actually one of the most straight forward courses I have done yet. It was clear, yet informative, without there being too much unnecessary information.
This has been a good refresher to build on my existing knowledge.
Pleased with how well I did initially, always a very delicate subject, that has to be handled correctly from the onset
very important course, important to put learning into practice to avoid and resolve any complaint
very good level to keep it simple
good course on how to manage complaints within a practice
GOOD INFORMATIVE
always great to review procedures. easy to follow videos help
very good course - just the right content and length
Informative and flows well which helps greatly
Great
very informative
helpful information and good advice in how to listen to patients
Informative course
great course
I found this course very helpful and it will help me understand the complaint procedure more easily
it was a very intresting course
simple and clear course: all staff members need to be au fait with the complaints procedure.
i feel i can now deal with complaints correctly
valuable confirmation on how to deal with complaints
Very Informative course
it was very informative and easy to understand
A very helpful course
Good content , and thought provoking
This was extremely useful and will help me a lot on a daily basis at the practice
good
All information was very useful
very good learnt a lot
Very helpful
useful course
good common sense
easy to read and understand
Thought provoking course.
Great course very informative easy reading and easy to understand
v good course
Found this course REALLY good clear advice about complaints and how best to deal with them i have taken a lot from this course.
The course was well designed, not littered with over descriptive, excessive content that made the learning hard to digest or remember. I feel that it clarified what level different complaints can start out at and possibly escalate to and the way practices can deal with them to avoid it going beyond ‘in house’ which the GDC doesn’t recommend and is trying to proactively encourage.
Good overview of the topic.
very good descriptions
information clear and a good refresher of complaints process
Important revision of the need for a robust complaints procedure.
good level of learning and good insight provided
A very good course showing complaints from different perspectives, very varied approaches to handling and how to try and come to a positive outcome.
very good summary
really well laid out information
I found this course very usefull
Very informative
very useful and something which i will use in practice.
good course
good course
I found the training helpful and improved my understanding in how to handle patient complaints.
I found the course to be very informative, easy to follow and a beneficial reminder of procedures.
Very informative
good course
good course
good course very informative
very useful, learnt a lot
Good course
The course was well covered and informative, easy to follow and understand.
Good course building on previous complaint handling training.
Useful update and referesher
Very concise, small pieces of relevant information on each page good way to communicate
A good summary of best practice
course was well explained and easy to follow.
Good course to participate in and recommended to take by gdc
Magic minute is very useful.
Straight forward couese on handling patients complaints.
Excellent course, very informative and full of useful information that I will use in my job role.
Very enjoyable course on a serious topic
Ver6 informative course
good learning
Some very useful lists for sources of reference given. Anyone who is currently dealing with a complaint should visit this course, it will help to put things into perspective.
useful course
Very helpful
The course is really excellent !
I really enjoyed the case study. I thought this helped me understand about how a complaint can be made.
enjoyable course that gave food for thought.
Great course sufficient for my needs.
good
all helpful
good course
Great course, learnt a lot and gave me a few good ideas to take back to my practice.
Great course, learnt a lot and gave me a few good ideas to take back to my practice.
Very good and full of information.
Very good and full of information.
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