Dealing with patient complaints: real cases, real solutions

Join Julie-Anne Conway on 3 June at 7pm as she discusses real cases and real solutions for dealing with patient complaints.

Even the best dentists get complaints from patients. That’s why part of being a good dentist is knowing how to handle these situations, and what you can do to prevent them.

In this webinar we will use real-life case examples to guide you through responding to common complaints, managing escalations and getting the best out of the support available from your indemnity provider.

Learning outcomes

• Understand the difference between a complaint and a claim
• Understand common causes of complaints
• Learn how to respond with empathy
• Discover how to prevent patient complaints
• Refresh knowledge of relevant GDC guidelines
• Understand how your indemnity provider can help.

The speaker

With over a decade of experience at Densura, Julie-Anne now heads its dentolegal team. A Bristol graduate (1995), she brings a rich background in general practice, postgraduate education, and clinical leadership. She has mentored overseas dentists, worked as a clinical lead within a major dental corporate, and continues to maintain a part-time role as a clinical supervisor for third-year dental students.

In addition to her clinical expertise, Julie-Anne holds a masters degree in law. Her extensive experience in legal matters, complaints handling, and claims management informs her work every day. Above all, she believes the heart of her role lies in understanding the stress and uncertainty that dentists face when dealing with complaints or regulatory challenges and supporting them through it.

You can sign up for the webinar here.

Catch up on previous on-demand webinars:

• The five hidden HR risks in dental practices and how to prevent them
• Achieving superior outcomes in periodontal and peri-implant treatment
• Wellbeing starts with you: mindfulness for dental professionals
• Navigating challenging patient contacts in dental practice
• Dental whitening: fundamental knowledge on treating even the most complex cases.