Key
Subjects
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Complaints and Their Management
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Dental Radiography, Improving Standards:
Optimisation in Practice
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Decontamination: HTM 01-05: How Do We
Comply!
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Legal and Ethical Issues: The Icebergs are
Melting
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Medical Emergencies in Dental Practice
Speakers
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Dr Colin Cook, BDS MSc FETC DRC(R)
Raj Rattan MBE, BDS MFGDP Dip Ed
Dr Martin Fulford, BDS MPhil DGDP FIBMS
Dr Kevin Lewis, BDS FDS RCS SFGDP(UK) LDS RCS
Dr Yusuf (Joe) Omar, MBBCh DA MRCA
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09.15am INTRODUCTION |
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Complaints and Their Management |
Nobody likes to receive complaints but our ability to respond to them
constructively, and to learn any lessons that they provide for us, goes to
the very heart of professionalism. Most negligence claims and disciplinary
inquiries start their life as a simple complaint. Whilst these can be
hurtful and demoralising we should not lose sight of the opportunities that
complaints can also represent:
• Problems can be sorted out before other parties become involved: e.g.
lawyers, or the GDC or other external agencies
• We can learn valuable lessons, identify problem areas and thereby improve
the quality of care and service delivered by the whole dental team.
• A stronger relationship can subsequently be rebuilt with the patient
This presentation will take a fresh look at complaints and their management,
examining why complaints arise, and suggesting proven ways to stop them from
escalating.
Learning objectives
• To encourage a constructive, pro-active approach to the ‘customer care’
aspects of patient management and treatment provision
• To examine the evidence regarding the reasons for healthcare complaints
• To explain the dento-legal and professional risks of patient complaints
• To highlight the essential ingredients for the effective management of
patient dissatisfaction
• Recognise the sources of patient dissatisfaction and the reasons why
patients might decide to take things further
• Understand the attitudes and skills required for effective complaints
management
• Be able to review their own complaints handling procedures
Speaker: Kevin Lewis, BDS FDS RCS SFGDP(UK) LDS RCS
Kevin Lewis qualified from The London Hospital in 1971. He spent 20 years in
full time general dental practice and 10 further years practising part time.
He became involved in the dento-legal field in 1989, firstly as a member of
the Board of Directors of Dental Protection, then (1992) as a full time
dento-legal adviser and since 1998 as Dental Director. He became a member of
the Council (Board of Directors) of the Medical Protection Society in 2003
and is a member of the senior management team of MPS.
For 25 years from 1981 to 2006, Kevin was the Associate Editor of Dental
Practice. He is now the Consultant Editor of Dentistry. He has written two
textbooks on dental practice management. He writes and lectures regularly
all over the world |
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Dental Radiography, Improving Standards:
Optimisation in Practice |
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The principle aim of this module is to give an overview of the application of
Quality Assurance programmes to general dental practice. The UK Ionising
Radiation Regulations are designed not only to ensure that dental
radiography is only carried out when absolutely clinically necessary in
order to reduce the small but not insignificant risk associated with x-ray
examinations, but also to ensure optimum diagnostic yields from the
resultant radiographs. Quality Assurance programmes help to achieve this
goal by implementing procedures and protocols designed to reduce errors and
improve standards to reach targets specified in the regulations
Learning objectives
By the end of the presentation participants should be aware of:
• What Quality Assurance (QA) is and how it applies to clinical practice
• The role of QA in optimising diagnostic yield
• Responsibilities of the of the whole Dental Team for QA standards
• How the Radiation Protection Advisor can assist in QA
• Simple QA programmes that can be incorporated into clinical practice
Speaker: Dr Colin Cook, BDS MSc FETC DRC(R)
Colin Cook initially trained as a Radiographer and taught Dental Radiography
at Birmingham Dental School, qualifying as a Further Education Teacher,
before studying Dentistry. Upon qualification he joined the Royal Air Force
where he completed a 16 year commission. Colin’s obtained his MSc in Dental
Radiology in 1995, was appointed the UK Tri-Service advisor in Dental
Radiology and established widely acclaimed training programmes. In 2002
Colin was admitted to the GDC Specialist List in Dental and Maxillofacial
Radiology and upon leaving the Armed Forces established SD Radiology, the
UK’s first dedicated Dental Imaging Facility. Colin joined the Eastman
Dental Institute as a visiting Lecturer and Specialist in Dental Radiology
in 2004 and is a founding member of the European Association of Dental and
Maxillofacial Radiology. In March 2005 he was elected to the Council of the
British Society of Dental and Maxillofacial Radiology |
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Decontamination: HTM 01-05: How Do We Comply! |
Areas to be covered.
• Overview of requirements
• What is needed for essential requirements
• What is needed for best practice
• What changes do we need to make?
• Are there any gains?
Learning objectives
• How to set up a compliant decontamination area
• How to choose equipment
• How to set up systems that give efficiency gains
Speaker: Martin Fulford, BDS.MPhil.DGDP.FIBMS
Martin Fulford originally qualified and worked as a microbiologist for 13
years and then a career change to dentistry saw him working in general
dental practice. He has had an interest in infection control during this
time and has published books and papers on the subject and has lectured
throughout the world to dental audiences. |
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Legal and Ethical Issues: The Icebergs are
Melting |
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Top 5 dento –legal most commonly occurring problems in general dental
practice-a team approach to preventing and managing them. We are living at a
time when the demands on dental professionals are increasing all the time
with changes in legislation, regulatory requirements and patients’
expectations. It is not surprising that dentists rate the threat of legal
action or complaints as one of the highest stresses. This talk will try and
put this all into perspective. This session will cover amongst other things
record keeping, clinical risk management, treatment planning problems,
consent and working in the NHS.
Learning objectives
• Understand and quantify the risks facing dental teams in general dental
practice
• Recognise the importance of good record keeping
• Ethically manage the challenges facing teams working in the NHS
• Understand the principles of risk management
Speaker: Raj Rattan MBE BDS MFGDP Dip Ed
Raj Rattan is a GDP with 3 practices in London and Oxford. Raj now practises
part-time to fulfil his other professional commitments including his
long-standing involvement in vocational training as a regional adviser
within the London Deanery. He is currently Associate Dean in the London
Deanery and is also a dento-legal adviser with Dental Protection Ltd. He has
15 years’ experience as a PCT dental adviser and was a member of the Options
for Change group and later served as a Policy Adviser to the Department of
Health from 2001-2003. He has published six books and numerous articles on
various aspects of dentistry and has lectured throughout the UK and
overseas.
Raj is a member of the FGDP and was appointed an examiner for the MFGDP
both in the UK and overseas. He was on the editorial board of Pathways in
Practice and a contributor to that publication. He was voted amongst the Top
10 most influential dentists in the UK by readers of Dentistry magazine for
the last 3 years and was appointed MBE for services to dentistry in the
Queens New Years Honours list in 2008. |
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Medical Emergencies in Dental Practice |
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Fortunately, most dentists and DCP’s will experience very few emergencies
during their careers. Most are unlikely to have to deal with anything much
more serious than the faint. Emergencies are rare and it is easy to get
caught out when they do happen. Also, the public perception is that dentists
and their staff are trained and equipped to cope with medical emergencies.
It is precisely for that reason that the GDC has made ‘Medical Emergencies’
a core subject and that it recommends that dentists and DCP’s do cpd in
Medical Emergencies every year. Everyone in the team should be familiar with
common medical emergencies by revisiting this subject at frequent and
regular intervals; thus consolidating their existing knowledge and updating
themselves on any new medical guidelines. Whilst much of the subject remains
constant, this presentation will not only re-familiarise the team with how
to deal with an emergency but will update them on the latest developments
such as the new oxygen therapy guidelines from the British Thoracic Society
and the general consensus surrounding the need for automated external
defibrillators (AED) for general dental practitioners.
Learning Objectives
At the end of this 2 -hour presentation attendees will appreciate that
managing a medical emergency involves
• Having the recommended equipment
• Acquiring the correct skills in CPR
• Knowing the signs and symptoms of common emergencies
• Being confident in administering the right drugs at the right time
Attendees will learn how to deal with:
• Faint and Vaso-vagal attacks
• Epileptic seizures
• Diabetic coma
• Heart attack, and the role of the AED
• Asthma and Anaphylaxis Choking
Speaker: Dr Yusof (Joe) Omar, MBBCh DA MRCA
Joe Omar qualified as a doctor from Cairo University in 1977 and returned to
the UK to pursue a career in Anaesthesia. He left the NHS in 1984 to
establish a private practice in Dental Anaesthesia/Sedation in the Harley
Street area; now with over 200 referring dentists. Joe is a Clinical
Lecturer in Sedation at the Eastman Dental Institute, UCL. Joe has lectured
on medical emergencies to audiences in many parts of the world, including
Canada, South Africa, and the Seychelles! Joe sits on the ‘Standing
Committee for Sedation in Dentistry’ at the RCS, and is Council member of
The Association of Dental Anaesthetists (ADA). |
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5:15pm CLOSE OF PROCEEDINGS |
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Venue
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Hilton Hotel, East Midlands Airport -
map |
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