Mastering Adverse Outcomes

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.


  • For registration enquiries, please contact the Hong Kong Dental Association on 2528 5327 or email DPL at


Dental Protection Limited (registered in England No. 2374160) is a wholly owned subsidiary of The Medical Protection Society Limited (MPS) which is registered in England (No.36142). Both companies have their registered office at 33 Cavendish Square, London W1G 0PS.


Dental Protection Limited serves and supports the dental members of MPS, with access to the full range of benefits of membership which are all discretionary and set out in MPS’s Memorandum and Articles of Association. MPS is not an insurance company.


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