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PM_M5 Managing Patient Complaints

complain management

Managing Patient Complaints

The challenge

  • I am not strong in managing conflict and when I get a call from an upset or angry patient I feel very stressed
  • When a patient complains about a clinical procedure they received or the service we provided or they are aggressive, it can be very uncomfortable if you are at the other end of their displeasure or aggression
  • Managing their emotions and mine at the same time without escalating the problem is challenging.
  • I wish I knew how to handle these calls or better still not have to deal with them.
  • I also do not enjoy calling patients to get them to pay their bill.
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Course Features

  • Lectures 0
  • Quizzes 0
  • Duration 9:00 to 1:30pm
  • Language English
  • Students 45
  • Assessments Self
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.