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Human factor risks - assertiveness
Assertiveness is a key skill in communication and a lack of assertiveness skills can contribute to adverse incidents
Building a safety culture
If preventing harm is as straightforward as following and implementing proven good practice around risk management, why does avoidable harm still occur?
Confidentiality - disclosing information
In this video we’ll consider the duty of confidentiality using some common scenarios faced in practice
Managing face-to-face complaints
This 25-minute video explores some of the more common dynamics present in a face-to-face encounter and suggests some practical advice for complaints handlers and healthcare professionals
Raising concerns about patient safety
In this video we examine the duties set out by the GMC and GDC for raising concerns and review commonly raised issues
Risk tools - process mapping
This practical risk assessment tool can be applied to a whole range of medical and dental, clinical and non-clinical activities. In this 10-minute tutorial we focus on repeat prescription requests
Complaints investigation quiz
Have a go at completing our complaints investigation quiz which addresses some of the more common dilemmas that complaints investigators may face.
Complaints - responding in writing
Find helpful information and a template to assist in formulating a formal letter of response to a complaint.
Dental complaints handling
This course is aimed at dentists and dental practice managers. It takes around 45 minutes to complete and includes a short assessment at the end
Complaints handling checklist
Use this checklist to review your current system for handling complaints, or as a good practice checklist when setting up a new process within your practice