Complaints Management: how to get it right!

Speaker: Emma McGroarty

Date: June 13, 2026

Time: 10:30‐11:30

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:

1. Provided with information on how to manage a complaint.
2. Shown examples of patient complaints and draft replies.
3. Provided with information on how to prevent complaints.
4. Shown examples of what may happen if local resolution is unsuccessful.

Learning outcomes

By the end of this session participants should be able to:

1. Understand the complaint management process.
2. Be familiar with the content of an ideal complaint response.
3. Have knowledge of how to prevent complaints.
4. Be aware of the next steps if local resolution is unsuccessful.

General Dental Council eCPD outcomes: A, B, D.