Practice Advantage 3

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Tips and Tricks for High Performing Dental Practices

This event will highlight the key elements of a high performing practice and ensure you have the knowledge and understanding to address issues as they arise. 
The day will have three key sessions:

  1. Patient Management & Communication (2 hours)
  2. Patient Complaints: Do you know what to do? (1 hour)
  3. Infection Control Tips & Tricks (1.5 hour)

Session 1: Patient Management & Communication 

The modern dental patient expects a high level of clinical expertise, exceptional service, and genuine care. This presentation will focus on utilising the whole dental team in patient management, resulting in decreased stress and increased productivity in your practice. 

SESSION 2: Patient Complaints: Do you know what to do?  

This seminar focuses on what you really need to know about patient complaints. We cover the most common reasons why patients complain, top tips on how to avoid complaints, and the complaints management process for informal and formal complaints, including how to respond to insurance claims and regulatory notifications. Complaints management knowledge is essential for the entire team. We also cover the Dental Board Guidelines on Record Keeping and the Code of Conduct from the perspective of managing and responding to adverse outcomes. 

SESSION 3: Infection Control tips and tricks  

Mental health problems can be complex and can present in a variety of different ways.  For some people struggling with their mental well-being, friends and work colleagues may be the first people they feel comfortable opening up to. 

Positive support for colleagues is a valuable way in which you can encourage someone who is struggling with their mental health to seek further support and commence their recovery. When we notice someone at work is experiencing difficulties however, it can sometimes be difficult to know when or how to support them. 

This presentation provides an overview of strategies that can be helpful to support positive mental health in the workplace and things to consider when supporting someone you might be worried about. 



Dr Tish Lo

Tish Lo graduated from the University of Queensland, and has since developed a passion for training healthcare teams to turn their patients into educated and raving fans. Tish takes her experiences from working in numerous private practices and presents refreshing insights into the management of dental patients. She currently splits her time between clinical practice, consulting, and completing her masters studies. 

Jodie Baker, Manager - Member Advisory & Support Services

Jodie graduated with a Bachelor of Laws in 2008 and was admitted to practice as a solicitor in 2009. She later graduated with a Master of Laws specialising in health and administrative law from Sydney University in 2018. Jodie brings a wealth of industry knowledge in health law to ADAQ having practised as a health lawyer in both corporate and government organisations. Most recently, Jodie was the team leader in the compliance department at the Australian Health Practitioner Regulation Agency providing advice to various National Boards including the Dental Board of Australia, and was a senior legal officer with the Office of the Health Ombudsman before making the move to ADAQ. Having worked in both health insurance and regulation, Jodie has a well rounded view of the issues faced by health practitioners and is an expert at navigating the legal system to ensure the health practitioner’s experience is as seamless as possible.

Prof. Laurie Walsh AO

Professor Laurie Walsh is the former chair and current member of the ADA Infection Control Committee and has contributed to a range of guidelines, standards, protocols, and checklists in infection control. He has worked with the NHMRC and ASQHC as a reviewer of national guidelines, and with the dental boards as an inspector and consultant. Laurie has lectured internationally and published extensively in the areas of clinical microbiology and infection control.


Lecture Costs:
Practice Advantage Subscriber - FREE
Non Practice Advantage Subscriber - $330


4.5 Non-Scientific hours for lecture

EVENT partners



12/13/2019 8:30 AM - 3:30 PM
ADAQ CPD & Training Centre 26-28 Hamilton Place Bowen Hills, QLD 4006 AUSTRALIA

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