360 Appraisal Course Apolline Training for dental

Customer Service & Patient Journey

This online course teaches dental teams how to ensure customer satisfaction and successful patient journeys. The course will help participants understand the importance of providing quality customer service while also helping them create comprehensive patient journeys tailored to each patient.

Participants will learn how to develop a clear plan for their practice that outlines the steps involved in delivering high-quality customer service and ensuring the best patient and provider outcomes. They’ll learn how to handle difficult customer interactions with empathy and understanding and how to create a positive environment in the practice setting.

This course is suitable for the whole dental team. 

Course duration: 60 minutes

The aim of this online dental CPD course is to identify the elements involved in good customer service and apply them to the patient’s experience in your practice.


At the end of this course, you should:

  • Understand the impact that both excellent and poor customer service has on your customers.
  • Know how to communicate effectively with patients, in person, over the phone and via written mediums, including how to identify patient needs and build rapport with them.
  • Understand the common problems and complaints you may face in a customer service role, how to handle complaints efficiently, and how to deal with difficult or dissatisfied patients.
  • Understand why obtaining patient feedback is important and how you should respond to comments and reviews.

The objective of this online course is that learners will be able:

  • To understand customer service and its importance in practice
  • To explain effective techniques and skills needed to provide excellent services
  • To help manage and handle patient/customer interactions and relationships.

A, B, D



Effective communication with patients, the dental team and others across dentistry, including when obtaining consent, dealing with complaints, and raising concerns when patients are at risk.

  • Communication skills.
  • Consent.
  • Complaints handling.
  • Raising concerns.
  • Safeguarding.



Effective management of self and effective management of others or effective work with others in the dental team, in the interests of patients, providing constructive leadership where appropriate.

  • Effective practice management.
  • Business management.
  • Team working.
  • Leadership skills.



Maintenance of skills, behaviours and attitudes which maintain patient confidence in you and the dental profession and put patients’ interests first.

  • Ethical and legal issues and developments.
  • Professional behaviours.
  • Equality and diversity training.

This online course offers 60 minutes of verifiable CPD for the General Dental Council’s Enhanced CPD Scheme 2018.

Learn more about your CPD requirements

GIF Annual CPD Membership

Course Curriculum

  • What is customer service?
    5 minutes
  • Patient Journey v Customer Service
    5 minutes
  • The patient journey
    5 minutes
  • 10 Golden rules of customer service
    5 minutes
  • Using language skills
    5 minutes
  • Saying No
    5 minutes
  • Patient communication
    5 minutes
  • Explaining risks
    5 minutes
  • Discussing treatment options
    5 minutes
  • Team communication
    5 minutes
  • Great telephony
    5 minutes
  • First impressions
    5 minutes
  • Your practice environment
    5 minutes
  • Reducing patient complaints
    5 minutes
  • Reducing patient complaints – Fees and treatment
    5 minutes
  • Significant events and complaints
    5 minutes
  • Is customer care measurable?
    5 minutes
  • Compliance with the CQC
    5 minutes
  • Summary: Customer Service & Patient Journey
    5 minutes
  • Pre-Question Advice Preview
    1 minutes
  • Customer Service & Patient Journey
    10 questions
  • Course Feedback and Reflective Learning
    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 60 minutes, 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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