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Enhanced CPD Course

Handling Patient Complaints

  • Online Learning
  • Multi-choice quiz

1h 30m


CPD Topics covered

  • Complaints Handling

Learning Objectives

This course is designed to teach the learner:

  • Recognise the meaning of a complaint
  • To determine the professional responsibility of the dental team in handling complaints
  • Identify some key aspects of a complaints procedure
  • Decide where to send the patients for help and advice regarding NHS and private complaints if a satisfactory solution cannot be achieve within the dental practice.

Anticipated Outcomes

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

  • an understanding of using a team approach to reduce the risk of complaints, to assess their knowledge regarding the dental complaints procedure, and to manage them.
Target Audience
  1. Dental Technician
  2. Dental Therapist
  3. Dentist
  4. Clinical Dental Technician
  5. DCP
  6. Dental Hygienist
  7. Receptionist
  8. Trainee
  9. Dental Nurse
  10. Orthodontic Therapist
  11. Practice Manager
High Level Learning Outcomes
  1. A – Effective Communication
  2. D – Maintenance in Patient Confidence
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)


Theresa Chapman

10th Jun 2019

Overall very easy to understand and very clear. However I have completed other complaints courses that have gone into further detail on what to avoid when responding to complaints, body language, and the time frames on when to acknowledge receipt of complaint etc.

Madeleine Barnes

7th Jun 2019

Very obviouse

Keith Harvey

17th May 2019

Excellent information and concise

Lydia Roulston

20th Apr 2019

Easy to understand and relevant 

Amanda Tucker

20th Mar 2019

A comprehensive course which was presented methodically and in a way in which It could be understood.

Rebecca Magson

24th Dec 2018

Helpful reminder of our responsibilities in this area, and the impact of this

Robert Coveney

2nd Dec 2018

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