For: Managers,
Course Content:
• Complaint handling
• Reviews and feedback
• The Patient Journey
• Team Conflicts and Communication
In an ideal world, we would be talking about avoiding complaints altogether. Although there are certainly ways to reduce the risk, it is unrealistic for a practice to expect absolutely no conflict with a patient. 2022 was a record-breaker for the number of practices seeking support in this area. No one is immune – even those with the very best intentions can find themselves in difficult situations with a patient.
“I get a lot of questions about helping teams to become more resilient and not absorb all the stress of grievances that come up from patients. One of the most common patient enquiries that teams want to address right now is ‘Are you taking NHS patients?’ This is a loaded question and can easily lead to conflict if not handled correctly.
“This is a difficult situation for all involved. A significant proportion of the population can’t access NHS dental care right now. Every single practice is receiving 30-40 enquiries from potential new NHS patients daily and none of us are able to treat them in this capacity. However, how we present this information and the words we choose can dramatically change this interaction. We can make ourselves victims if we apologise, or seem insensitive if we say we can only take private patients. I believe it is important to be honest with the people enquiring and to talk about all their options instead of simply giving short answers.
“This is what I cover during team training when it comes to managing NHS enquiries. We have to be empathetic and we might be sorry about the situation, but we can still provide the care that they need, they just need to know how. It’s our responsibility to share the truth of what’s going on and what’s available – we are a healthcare provider first and foremost.”
Lisa will discuss these topics and share some of the other scenarios that many practices have been struggling with. She will also provide some practical advice to help guide the dental team towards a more effective conflict response.
“I do this all the time and will be talking about real-life complaints that teams see in practice every day. I’ve received great feedback from teams I have trained and I want to help more people to understand that confidence simply comes from following a process. I will explore how we can utilise emotional intelligence to manage the situation better, as well as what trigger words to avoid. I will also look at things from the patient perspective and further consider how the dental team could prevent escalation of conflict.
“I essentially hope to give delegates a blueprint of how to have those conversations and ensure that patients perceive the team’s words in the right way. I will keep it relatable and practical, so colleagues can take ideas straight back to practice.”
Lisa has over 25 years’ experience managing practices and leading teams. Lisa has won multiple awards throughout her career and has been involved with ADAM (Association of Dental Administrators and Managers) since 2016, supporting hundreds of Practice Managers. Lisa still manages her practices in Crewe, Cheshire, but has now launched her consultancy firm Practice Management Matters and mentors and supports many teams throughout the UK. You will find Lisa speaking at many Dental Events and shows and her involvement with CQC, GDC initiatives and many other groups places her at the forefront of what is current in Dentistry. Lisa is also a Judge for many of the Dental Awards.
Lisa is relatable, realistic and practical in her delivery of training and provides fun, interactive sessions that are easily implemented.
09:30 - 11:00, session 1
11:15 - 12:45, session 2
13:30 - 15:00, session 3
15:15 - 16:30, session 4
A, B, C, D,
