“I really enjoyed this course, it helped with my development as a practice manager.”

Complaints Handling

The UK General Dental Council defines a complaint as any written or spoken expression of dissatisfaction about a dental service or treatment, whether justified or not.

This course looks at what complaints are, why patients complain, their expectations, handling complaints and the GDC, and explores the practical aspects of dealing with complaints.

The course provides 1 hour of verifiable CPD.

The aim of this course is to provide dental professionals with an understanding of how to handle complaints from patients in line with the regulatory bodies’ requirements.

Complaints usually arise from poor communication and the patient’s expectations of a good service level. It is often the negative factors in the relationship between the dental team and the patient that determines the patient’s decision to make a complaint. This course will show you how to deal with all aspects of a complaint

Objectives are to:

  • Explore what constitutes a complaint
  • Understand the reasons patients complain
  • Learn how to manage patient expectations
  • Understand GDC requirements in relation to complaints handling
  • Provide practical solutions to dealing with complaints


  • “Informative on the language to use and system to follow when dealing with a complaint.”
  • “Very enjoyable and easy to follow. And feel more confident in handling complaints.”
  • “The videos broke down the course, good course.”
  • “I really enjoyed this course, it helped with my development as a practice manager.”
  • “Informative on the language to use and system to follow when dealing with a complaint.”
  • “Very good layout, easy to read and understand. I also enjoyed the case studies.”
  • “This has helped me to update our complaints policy and review process.”

Course Curriculum

  • What is a complaint?
    5 minutes
  • Common characteristics
    5 minutes
  • What outcomes are patients seeking?
    5 minutes
  • What do patients complain about?
    5 minutes
  • What influences a patient’s decision to complain?
    5 minutes
  • Patient expectations
    5 minutes
  • Patient concerns about colleagues
    5 minutes
  • What does the GDC say?
    5 minutes
  • Who can make a complaint?
    5 minutes
  • Accepting the complaint
    5 minutes
  • Listen
    5 minutes
  • Responding sympathetically
    5 minutes
  • A.S.S.I.S.T Model
    5 minutes
  • Taking action
    5 minutes
  • The written response
    5 minutes
  • Following up
    5 minutes
  • Case study 1
    5 minutes
  • Seek advice from Indemnity
    5 minutes
  • Learning from complaints
    5 minutes
  • Common questions
    15 minutes
  • Case study 2 Preview
    5 minutes
  • Summary
    5 minutes
  • Pre-Question Advice Preview
    1 minutes
  • Complaints Handling
    10 questions
  • Feedback & Reflective Learning Guidance
    5 minutes

Your GDPR Course includes

Up-to-date information

Our course material is both current and relevant; verified by leaders in the dental industry.

Various media

We use a combination of text, imagery, videos and presentations to help you get the most out of this course.

Course downloads

This course features documents for you to download and use in your dental practice.

Post-course feedback

Upon completion of the course you are required to complete a short feedback survey.

Frequently asked Questions

When does the course start and finish?

The course begins when you are ready. Although the course duration is 1 hour, you can work at your own pace, and your progress is saved automatically.

How long do I have access to the course?

After you have successfully enrolled on the course, there is no limit on when you must complete the course by. 

Does the course have a test?

Yes. There is a short assessment at the end of the course. You must achieve 80% or more to pass the course. If you do not pass, you have the opportunity to review the content and re-take the assessment when you are ready.

Does the course offer a certificate upon completion?

Yes. Upon successful completion of the course, you will be awarded a personalised certificate. This is saved to your personal dashboard. You can download and print this certificate when you require it. In addition, you are also credited with a digital badge that will feature in your personal dashboard.

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