When a significant event or an adverse event or never events occur within dental practice, the outcome is not due to the event but the circumstances that lead up to this. The patient response, the ensuing complaint and the resolution all depend on the entire patient journey process. This role play was created at the DentinalTubules Annual Congress II in October 2018 that underlined the importance of the entire process and how it can lead to a positive outcome or a negative outcome dependant on how the patient journey has proceeded. This is right from the first appointment. This lecture is useful for the whole dental team.

Aims and Objectives:

  • Understand the importance of the entire team in patient outcomes.
  • Understand that the underlying difference between an understanding patient and a complaint is not just the procedure.
  • Understand the importance of consent, communication and team in patient care.
  • Understand the role of every team member.
  • Understand the importance of communication in the reception, front desk, consultation and procedures.
  • Understand Montgomery consent.

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90 mins CPD/CE
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