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Programme 1: Communication Skills This programme has been designed to enable delegates to understand the power of verbal and non-verbal communications and develop their skills as senders and receivers of non- verbal messages. Aims to: ? Explore the quality of current communication channels ? Highlight the importance of non- verbal communication ? Examine the attitudes values and beliefs of the team and patients ? Review the practice philosophy Outcomes to: ? Agree communication channels for team communications ? Understand the factors that influence how patients perceive us ? To work as a team to accomplish the practice philosophy Time Commitment 12 hours verifiable CPD Programme 2: Legal and Ethcal Considerations Available in a multi use pack, subsequent learners using the original pack will be able to apply for CPD certification for a ?40.00 assessment and certification fee (Limited to within your practice) Dental nurses need to be aware of the legal and ethical framework created to ensure dental services consistently meet the highest possible standards. This programme looks at appropriate responses to situations with probable legal or ethical repercussions and teamworking Aims This programme will cover: Standards for dental care professionals Appropriate responses to requests for confidential information Permitted Duties Clinical Governance As a result learners will be able to: Prepare working guidelines to safeguard patient?s rights Ensure they meet the highest standards for professional development Prevent unintentional infringements of confidentiality guidelines in respect of information about colleagues and patients Work within the legal framework set by the General Dental Council Time Commitment 12 hours verifiable CPD Programme 3: Making the Most of Complaints Programme This programme explores ways to use patient?s feedback to add quality to dental services. Learners will consider ways to collect positive and negative feedback from patients and will become aware of requirements of the NHS in-house complaints scheme and the work of the Dental Complaints Service This programme will cover: Principles for managing complaints How to use positive and negative feedback constructively Ways to express your concerns in your workplace How to build on existing success As a result learners will be able to: Prepare working guidelines for managing complaints Use feedback to build user-focused dental services Be assertive when addressing workplace concerns Use a solution-focused approach to build strengths into areas of concern Time Commitment 12 hours verifiable CPD Programme 4: Supervisory Skills Managing staff and working procedures in modern high speed, high-pressure dental environments requires a clear vision of the results you need to achieve and how they contribute to the over all provision of high quality dental care. Establishing clearly defined purposes for each procedure carried out is essential for their management and provides managers? with guidance, clarity and direction. When managers fail to recognise the purpose of their role they becomes re-active and they spend much of their time responding situations, rather than being pro-active and making the best use of the resources available for the success of the practice. This programme teaches established techniques for solution focused, proactive management in the context of managing dental nurses. Time Commitment 12 hours verifiable CPD Aims This programme will cover: The supervisory role of senior dental nurses The importance of taking a structured approach to supervising staff How to recognise the effectiveness and efficiency of work carried out Key theories of quality management As a result learners will be able to: Effectively support the work of their people Use the Tactical Management Process to plan and organise work Conduct a quality audit Plan and implement quality systems

Programme 1: Communication Skills This programme has been designed to enable delegates to understand the power of verbal and non-verbal communications and develop their skills as senders and receivers of non- verbal messages. Aims to: ? Explore the quality of current communication channels ? Highlight the importance of non- verbal communication ? Examine the attitudes values and beliefs of the...

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