Understanding and Managing Patient Complaints

In this presentation Raj Rattan will draw on his 30 years’ experience in the dento-legal field to discuss 3 key elements of dental complaints.

He will cover the process of handling complaints,  the analysis of the complaint,  and consider the prevention complaints. The presentation will be supported by research from within and outside the dental sector.

Raj will also present his RESPOND model which can be applied in general practice settings.

Learning objectives

• To review and understand the impact of patient expectations
• To distinguish between the process, analysis, and prevention of complaints for more effective complaints handline
• To understand and apply the RESPOND model

This talk satisfies the GDC’s learning outcomes:

• 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
• C – Maintenance and development of knowledge and skill within your field of practice
• D – Maintenance of skills, behaviours and attitudes which maintain patient confidence in you and the dental profession and put patients’ interests first

Raj Rattan MBE BDS MFGDP FFGDP Dip.MDE FICD FFLM

Biography

Raj Rattan’s portfolio career includes over 30 years’ clinical experience in general dental practice. He owned and operated a small practice group combining this with his involvement dental foundation training. Raj was a programme director for some 15 years before taking up the role of Strategic Associate Dean for foundation training at the London Deanery.  He has been an examiner for the FGDP and has been appointed an examiner for the faculty of forensic and legal medicine.

Raj has provided consultancy services to individuals and organisations including the NHS, Denplan, dental corporates and the Department of Health, where he has previously served as a Policy Adviser. He is the author/co-author of many textbooks on different aspects of general dental practice and has contributed articles to dental publications. He is well respected and popular international speaker. He worked a part-time dento-legal consultant at Dental Protection for many years before taking up his current role as Dental Director in 2016.