Navigating complaints, reviews, and feedback with confidence
17 May 2025
Practice Owner & Business Management Theatre
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Learning Content
Navigating complaints, reviews, and feedback is a critical skill for dental professionals in today’s practice environment. This session, designed for the whole dental team, provides actionable strategies for addressing patient concerns with professionalism and confidence. Through engaging discussions and practical tips (with no role play involved!), attendees will learn how to manage negative feedback, resolve complaints effectively, and transform challenging interactions into opportunities to improve patient trust and satisfaction. Participants will leave equipped to foster a culture of accountability and positivity, enhancing the overall patient experience.
- Identify and implement practical strategies for responding to complaints, reviews, and feedback in a confident and professional manner.
- Develop communication techniques to address negative or unfair feedback while maintaining patient trust.
- Recognise the shared responsibility of the dental team in managing and resolving patient complaints to foster a positive practice culture.
Aims
To provide dental professionals with the tools and confidence to handle complaints and feedback constructively, ensuring patient concerns are addressed effectively.
To explore proactive measures that the entire team can adopt to prevent issues and maintain a high standard of patient care.
To encourage a collaborative approach within the dental team to enhance communication and accountability
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