Overview
The information in this learning activity was written by Stephanie Carter RDN, RDT, RDH, CTLLS and edited by Karen Atkinson PhD
Dental Nurse Network's Continuing Professional Development (CPD) is created by a network of dental nurses and other dental care professionals dedicated to professional growth for dental nurses. Our writers hold relevant qualifications including nationally recognised lifelong learning (CPD) teaching qualifications.
About the author:
Stephanie Carter RDT, RDH, CTLLS
Registered Dental Hygienist and Therapist: 119601
Qualifications: Diploma Dental Hygiene and Therapy, National Certificate Dental Nursing, Level 3 Award in Education and Training, Level 3 Certificate in Assessing Vocational Achievement, NEBDN Certificate Dental Radiography, ILM Level 3 Award in Leadership and Management, Smoking Cessation Counselling Levels 1 and 2, Young Counsellors Certificate
Development Outcomes
GDC Development Outcomes: A, D
The aim of this activity is to provide an understanding of:
- The potential reasons for patient complaints (including a look at recent complaints statistics).
- The mandatory requirements/legal obligations of practice policies and procedures relating to complaints handling.
- Appropriate ways of handling complaints in dental practices to prevent escalation.
- The potential positives in complaints handling.
- Preventing complaints.
CPD Activity
This e-learning CPD activity requires you to read information and answer test questions with a 80% pass required. You have unlimited attempts available to pass this activity. Upon successful completion, you will be awarded one hour of verifiable CPD. Please go to the learning record to view the CPD information again, your certificates and review your answers.
Take your time reading and answering the questions. You should consider taking notes. If you rush, you are unlikely to pass and it will take longer to re-take the activity.
You are not allowed to access the quiz.
References
1) www.collinsdictionary.com/dictionary/english/complaint
(2) www.citizensadvice.org.uk/health/nhs-and-social-care-complaints/nhs-complaints-who-is-your-complaint-against/nhs-dentist-complaints/
(3) www.which.co.uk/consumer-rights/advice/how-can-i-complain-about-a-dentist
(4) www.gdc-uk.org/search?querytext=DCS+reports
(5) www.dentistry.co.uk/2017/09/19/nhs-complaints-increase-4-9/
(6) NHS complaints statistics: https://digital.nhs.uk/catalogue/PUB30080
(7) ddujournal.theddu.com/issue-archive/issue-2/great-expectations
(8) https://www.gdc-uk.org/professionals/standards
(9) www.cqc.org.uk/guidance-providers/regulations-enforcement/regulation-16-receiving-acting-complaints#full-regulation
(10) bda.org/dentists/advice/Pages/Expert-solutions-templates.aspx
(11) www.ombudsman.org.uk/about-us/our-principles/ombudsmans-introduction-principles
(12) www.theddu.com/guidance-and-advice/guides/complaints/effective-complaint-handling
(13) www.dentalprotection.org/docs/librariesprovider4/dental-advice-booklets/dental-advice-booklet-complaints-handling-england.pdf
(14) www.goodreads.com/quotes/699462-you-can-please-some-of-the-people-all-of-the
Quality Assurance
This CPD activity is internally moderated by Emma Leather RDN, IQA, TAQA, PTLLS.
Emma holds a Level 4 National Certificate in Internal Quality Assurance (IQA). View certificate here.
Dental Nurse Network is a signatory to the BDIA CPD Code of Practice requiring DNN adhere to the code and send quality control records to the BDIA bi-annually.
Dental Nurse Network Certificates are accepted by the General Dental Council.
All CPD material meets the GDC guidelines for verifiable CPD activity, including:
- clear learning outcomes
- concise educational aims and objectives
- clear anticipated outcomes
- content meets GDC Standards
- quality controls
