Welcome

This course is for dental nurses seeking targeted CPD for the GDC Safe Practitioner Framework Professionalism learning outcome P 1.7: Explain the importance of candour and effective communication with patients when things go wrong or when dealing with a complaint.

SPF fit: This course supports the GDC Safe Practitioner Framework domain of Professionalism, sub domain Ethics and Integrity. It focuses on learning outcome P 1.7 and links closely to behaviours P(B)12, P(B)5, P(B)14 and P(B)2.

Dental nurses are often the first to hear or notice a patient’s worry, anger, embarrassment or confusion. A patient may tell the dentist that everything is fine but then confide in the nurse that they felt dismissed, did not understand, or want to complain. Candour and clear communication help ensure these concerns are handled openly and safely.

Why This Course Matters

• Patients deserve honesty: they should not find out about problems later from someone else.
• Apology matters: saying sorry can be professional and compassionate without being a legal admission.
• Dental nurses notice early signals: hesitation, distress or repeated questions can indicate an unvoiced concern.
• Complaints need dignity: privacy, plain language and calm listening protect trust.
• Learning depends on openness: incidents and complaints should be used to improve systems, not hidden by defensiveness.

A Simple Learner Spine

• Notice: recognise harm, distress, confusion, error or a complaint.
• Make safe: act quickly if the patient needs urgent help.
• Acknowledge: listen, apologise appropriately and avoid defensiveness.
• Escalate: involve the person with the appropriate authority.
• Record: make factual notes and support any follow-up.
• Learn: help the team prevent recurrence.