P725 Handling Complaints CQC Outcome 17 (Regulation 16) thumbnail

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CPD Approx.1:00 Hours

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P725 Handling Complaints CQC Outcome 17 (Regulation 16)

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About This Course

Patients should know that they will be listened to and action taken when needed. You must demonstrate consistent ways of dealing with complaints and comments raised by your patients.
You must ensure your patients know what to do if they want to complain (or comment) and that the will be supported during the investigation.

This module provides a checklist for handling complaints, in line with the principles set out in the ‘standards for dental professionals’.

A complaint is any expression of dissatisfaction by a patient (or their representative), about a dental service or treatment, whether justified or not.

Learning Outcomes

A B

Aims

To understand why patients complain
To review how to handle complaints
To understand your legal obligations when dealing with a complaint

Objectives

On completion of this module you will understand why patients feel the need to complain, your legal obligations of dealing with a complaint when one is received and how to handle the complaint.