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Enhanced CPD Course

Complaints Handling Part 01

  • Online Learning
  • Multi-choice quiz



CPD Topics covered

  • Communication Skills
  • Complaints Handling

Learning Objectives

This course is designed to teach the learner:

  • the meaning of the term ‘complaint'
  • the reasons that patients might complain
  • the importance of investigations and outcomes

Anticipated Outcomes

Following the completion of this course, the learner will be able to:

  • Use body language and behaviour to help diffuse a complaint situation
  • Define correct complaint procedures
Target Audience
  1. DCP
  2. Dentist
  3. Practice Manager
  4. Receptionist
  5. Trainee
  6. Clinical Dental Technician
  7. Dental Nurse
  8. Dental Technician
  9. Dental Therapist
  10. Orthodontic Therapist
  11. Dental Hygienist
High Level Learning Outcomes
  1. A – Effective Communication
Regulatory Standards
QCF Level
Level 3
  1. None

About the Instructor

Luciana Lima Cardoso

Verified Instructor


São Leopoldo Mandic College, Vila Velha – ES, Brazil

Post-grad degree Improvements in Endodontics (Rotatory and reciprocating movements + surgical microscopy)


EAD São Leopoldo Mandic College, Campinas-SP, Brazil

Post grad degree in Labour’s Dentistry


Faesa College, Espírito Santense, Brazil

Bachelor degree in Dentistry (dental surgery)


  • 2003 - Bachelor degree in Dentistry (dental surgery)


Jill Young

28th Jul 2019

Details the knowledge needed for complaints management.  Easy to understand.

Kate McKenzie

9th Jul 2019

Very thorough

Karen Rand

7th Jul 2019

Good clear and easy to follow and understand 
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