Welcome

This course is for dental nurses seeking CPD aligned to the GDC Safe Practitioner Framework Professionalism learning outcome P 1.11: Explain the principles and procedures for good complaints handling.

SPF fit: This course supports the GDC Safe Practitioner Framework domain of Professionalism, sub domain Ethics and Integrity. It focuses on learning outcome P 1.11 and links closely to behaviours P(B)12, P(B)14, P(B)1, P(B)2, P(B)15 and P(B)5.

Dental nurses often hear concerns at an early stage. A patient may tell the dentist everything is fine, then quietly tell the dental nurse they felt rushed, embarrassed, confused, worried about cost, or unsure how to complain. Dental nurses also commonly support reception colleagues who are dealing with upset patients.

Why This Course Matters

• Complaints are part of patient care: they give patients a way to be heard and highlight areas the practice can improve.
• First responses matter: offering privacy, empathy and calm listening helps preserve trust and can reduce escalation.
• Dental nurses need safe boundaries: you can listen, record and escalate concerns, but you should not investigate alone or promise outcomes.
• Good systems protect everyone: clear procedures and routes for complaints help patients, reception teams, clinical staff and practice leaders manage issues consistently.

A Simple Learner Spine

• Recognise: identify when a concern is a complaint or may become one.
• Receive: listen respectfully and protect the patient's privacy.
• Record: make factual notes and preserve the patient's own words where useful.
• Route: hand the matter to the correct person and signpost the patient where appropriate.
• Review: support learning so similar concerns are less likely to recur.