Dealing with disappointed patients
Patients can be disappointed with the outcomes of their treatments for many reasons, and research shows that how you communicate with a patient after something has gone wrong is one of the key factors in deciding if a patient will make a complaint or a claim. Yet most dentists receive little or no formal training in how to communicate in what can be a difficult and stressful situation.
The Mastering Adverse Outcomes workshop is designed to fill this gap. This three-hour interactive workshop gives you powerful and proven communication techniques to deal with patients after something has gone wrong – techniques that can reduce your exposure to the risk of complaints or claims.
By attending this workshop you will:
- increase your knowledge of the research related to adverse outcomes
- enhance your skills to communicate with patients when something has gone wrong
- reduce your risk of complaints or claims
- increase your understanding of ethical, regulatory, legal and professional obligations following an adverse outcome including duty of disclosure
- understand the cultural and legal implications of expressing regret
- understand the impact of waiving or reducing patient fees when something has gone wrong
- learn practical models for communicating with patients when something has gone wrong, including the six step A.S.S.I.S.T© approach.
Members can attend these workshops free of charge.
HKDA members receive a 50% discount on the non-members rate of $800.
The workshops in the series have been accredited for CPD.
Format and duration
A three-hour interactive workshop with no more than 20 participants.
Dates, venues and booking
Access dates, venues and locations here.