Complaint Management: how to get it right!
Speaker: Aubrey Craig
Date: June 20, 2025
Time: 1330‐14:30
Room: Atrium 1
The aim of this session is to provide delegates with knowledge on how to manage complaints successfully at a local level.
Objectives
By the end of this session participants will have been provided with:
- Information on how to manage a complaint.
- Examples of patient complaints and draft replies.
- Information on how to prevent complaints.
- Examples of what may happen if local resolution unsuccessful.
Learning outcomes
By the end of this session participants should be able to:
- Understand the complaint management process
- Be familiar with the content of an ideal complaint response
- Have knowledge of how to prevent complaints
- Be aware of next steps if local resolution is unsuccessful.
General Dental Council eCPD outcomes: A, B & D.
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