Complaints Handling: Principles and Prevention


Course Features

Course Details


This programme aims to offer a learning resource for the dental team, which meets the requirements for complaint handling as recommended by the GDC and CQC.

This module discusses why complaints arise and aims to equip the dental team with knowledge and skills for best practice in in handling patient complaints.

Complaint handling is a GDC recommended subject for continuing professional development.

This is the first of two modules available on complaint handling.

The GDC requires dental professionals to link their CPD activities to at least one development outcome as part of the new enhanced CPD scheme.

This module can be linked to development outcome:
A: 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.
D: Maintenance of skills, behavious and attitiudes which maintain patient confidence in you and the dental profession and put patients' interests first.

Suitable CPD for all dental team members.

Completion of this module and passing the associated quiz will satisfy GDC requirements for 1.5 hours of CPD on complaint handling.

The content does not have to be completed all at once, you will be returned to where you left off when your restart the e-learning module again.

On completion of this module you should be able to:

  • Explain the reasons why some patients complain
  • Identify predisposing and precipitating factors
  • Recognise common pitfalls when dealing with complaints
  • Outline principles for how complaints should be handled.

Topic 1:  Introduction

Topic 2: Why patients complaint

Topic 3:  The complaints procedure

Topic 4:  Prevention

Topic 5:  Principles

Topic 6:  Summary


There are interactive questions and activities throughout the module, which are not assessed.

On completion of the module there is a separately assessed quiz.

You will need to achieve 70 % for this quiz to complete the module and access your CPD certificate. You will have two opportunities to achieve the required score.

Coming soon