DRC CPD for Dental Technicians- Making the Most of Comments, Compliments and Complaints

Increasing numbers of leading organisations across all business sectors value their customers’ views on how their services are delivered and the extent to which their needs have been met. In many cases, such as the financial and health sectors to name but two, providers are legally required to have systems in place for investigating when customers feel services are not fit for purpose or have failed to live up to their expectations. As you work through this course you will explore the requirements placed on dental professionals for handling complaints and techniques for achieving win-win outcomes. When completed this programme can be certificated for 12 hours verifiable CPD.

Aims and Objectives

Aims this programme will cover:

• Principles for managing complaints

• How to use positive and negative feedback constructively

• Ways to express your concerns in your workplace

• How to build on existing success

As a result learners will be able to:

• Prepare working guidelines for managing complaints

• Use feedback to build user-focused dental services

• Be assertive when addressing workplace concerns

• Use a solution-focused approach to build strengths into areas of concern

Course Fees

£50.00 ex. VAT £58.75 inc. VAT This package can be used for up to 10 DCPs working at the same Lab, over a 12month period. A £10.00 Assessment fee will be charged for subsequent learners * VAT is charged at 17.5%. VAT was increased back to 17.5% on 1st Jan 2010

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