title: Learn to love complaints.
abstract: Good and ongoing communication promotes patient engagement and reduces serious complaints. This article and the associated session at the 2015 British Dental Conference &Exhibition will review how complaints arise and how they can be used to improve the services provided to patients. The article and session will also provide tips and techniques for responding to complaints and concerns in ways that minimise escalation.
authors.affiliation: Thames Valley and Wessex, Health Education England and Lead Clinical Tutor, Law and Ethics Unit, Bristol University BUOLD programme.
authors.forename: J
authors.initials: J
authors.lastname: Brooks
mesh_terms: D003142:Communication; D003729:Dental Care / Q000458:organization & administration / Q000592:standards*; D003812:Dentist-Patient Relations; D006801:Humans; D017060:Patient Satisfaction