Patient Complaints Webinar

Patient Complaints Webinar

- Due to the recent COVID-19 announcements, this event will be delivered via webinar only -

Did you know that Dentists have one of the highest rates of complaints?

Dentists have one of the highest rates of regulatory complaints when compared to other health professions. In Queensland, the rate is ever higher, with more than 6% of Dentists receiving a complaint compared to the national average of 4.2%. The way you respond to a complaint can make all the difference.

Hear from leading insurance and legal experts at QBE, Hall & Wilcox and ADAQ about:

1. The reasons why patients complain. 
2. Top tips on how to avoid complaints.
3. The complaints management process and case studies: 
         a. informal complaints (in-house management);
         b. insurance claims (including interpreting your policy); and
         c. regulatory notifications (OHO/AHPRA). 

Complaints management knowledge is crucial for the entire team. This seminar is recommended to dentists and their practice staff, and with our distinguished speakers from QBE and Hall & Wilcox it is an event not to be missed. 

Speaker biographies

Emma Baker - Hall & Wilcox 

Emma is a Special Counsel in the General Insurance team at Hall & Wilcox. She has significant experience acting for health professionals in the defence of professional negligence claims and disciplinary matters. In particular, she has been acting for members of the ADAQ in defence of professional negligence claims and disciplinary matters for 10 years. As a result, Emma is very familiar with the legal issues that practitioners face when dealing with patients and colleagues and assisting them in resolving these difficult professional experiences with compassion and diligence.

In addition to treatment liability claims, Emma acts for a variety of other professionals in litigated commercial disputes involving allegations of negligence and breaches of the consumer law. 

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.

Important Update: This event was originally to include Erica Lamming from QBE. Due to unforeseen circumstances,  Erica regretfully will no longer able to present on this occasion. 

Event Pricing

ADA Member - Free
ADA Member Practice Staff - Free

Non Member - $55
Non Member Practice Staff - $55

CPD Points

1.5 Non-Scientific hour 

By registering for this course, you agree to the events terms and conditions outlined on the ADAQ website. 
4/29/2020 6:00 PM - 8:00 PM
ADAQ Function Centre 22 Hamilton Place Bowen Hills, QLD 4006 AUSTRALIA
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