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DEN_M3 Encounters of the difficult kind. Risk Management, Consent, Records, Emergencies, Triaging & Time Management

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Encounters of the difficult kind. Risk Management, Consent, Records, Emergencies, Triaging & Time Management



Emergencies in a dental practice are inevitable.  These can be stressful as often they are squeezed in with little time to think and action plan.

Many dentists say the following:

  • I simply don’t like emergencies and squeeze in’s.  I never know what to expect and this stresses me.
  • I am worried that I am not well prepared for a dental emergency and often don’t know what to do
  • Emergencies are hard to manage and often make you run late and I feel stressed about running late

It becomes critical, therefore, to be aware of at least the 10 top emergencies that present in a dental practice and what we can offer patients from our “emergency toolbox” in the time frame of their appointment and how best to manage that emergency.

  • Understanding the top emergencies in a dental practice
  • Know what’s in your “dental emergency toolbox”,
  • The principles of triaging, team communication, time and stress management used in managing emergencies
  • Problem solving the types of emergencies
  • Develop easy protocols for use by all staff


Many dentists say the following:

  • I don’t have the time to get proper consent or notes written. Note writing is incomplete and this opens up risks
  • I wish the Dental Assistants could assist with note writing.  I have to stay back after work to write my notes.
  • I did not expect that there would be a problem with that patient
  • Patients are getting more demanding and hard to please
  • How can I monitor the quality of my work or my dentist’s work ? We have a lot of unplanned returns, quality of care needs to improve.  I am having a lot of patients return after treatment with problems
  • I feel stressed when things don’t go to plan and patients complain.  When a patient complains, I do not have the right responses or the ability to manage the complaint and try and ignore it and I feel stressed
  • I get stressed about running late and when staff do not help out
  • I just want to do good Dentistry and not have to deal with all the other things


In this session will cover the following 12 topics:

Dr Hackwood’s special interest in managing phobic and apprehensive patients will be an eye opener in building your practice even further

1.Principles of managing difficult situations and growing your patient base

2. The knowledge matrix

3. Managing Dental fear and phobias

4. Strategies to manage phobic patients in the dental chair

5. Managing children and those with special needs

6. Managing high caries risk patients

7. Managing patients with periodontal disease

8. Managing those with strong gag reflexes, small mouth opening, or TMJ issues

9. Managing those with low pain threshold

10. Managing abusive and aggressive patients

11. Nitrous oxide sedation principles

12. Referring patients for GA or IV sedation

 This course will address the following matters in a  practical way that you can adopt easily in your practice.

Course Features

  • Lectures 0
  • Quizzes 0
  • Duration 8:30am - 4:00pm
  • Students 0
  • Assessments Yes
Curriculum is empty
Nupur Hackwood

Dental Consultant and Trainer Australia

Dentist with 33+years experience providing practical. hands-on, affordable dental training workshops for the entire dental team. Based in the Gold Coast Queensland / Northern Rivers NSW area, I provide off-site and onsite training and consulting to dental practice members across southern Queensland, northern NSW and Australia. I have owned and operated my own very successful 4 chair dental practice, have trained dentists, dental assistants, receptionists and practice managers for 11 years. I was Head of Quality at National Dental Centre in Singapore for 2 years and have also lived and worked in NZ, Japan and the USA. I am a certified trainer with Cert IV TAE and facilitate workshops at TAFE. I am also a clinical tutor at Griffith University and train young dental students. I really understand the gaps in workflow and processes in dental practices and knowledge and skills of dental team members and am here to help you bridge these gaps and excel.