MDDUS webinar addresses communication skills for difficult patient interactions
Practical webinar on managing difficult patient interactions and reducing complaints and claims.
MDDUS is hosting a one-hour webinar designed to help dentists manage challenging patient interactions more effectively. The session draws on case experience from the defence organisation to provide practical communication tools and risk management strategies for situations arising from patient anxiety, unmet expectations, financial concerns, or heightened emotions.
Managing difficult conversations and patient behaviour
The webinar teaches attendees how to approach conversations they find difficult, set clear expectations to build trust, recognise and manage unacceptable behaviours professionally, and apply strategies that lower the likelihood of conflict and complaints. The session combines effective communication techniques with a focus on risk management, helping clinicians maintain professionalism and empathy even in the most challenging interactions.
Learning outcomes and speaker expertise
Participants will learn to recognise common causes of challenging patient interactions, prepare and use clear communication techniques, set boundaries that build trust, identify and respond appropriately to escalating patient behaviours, and apply practical risk management strategies to reduce complaints. The webinar is led by Liz Price, who holds an MSc in occupational psychology and has worked extensively with MDDUS members to help them understand and manage clinical, regulatory, and operational risk.
Frequently asked questions
What are the main causes of challenging patient interactions in dental practice?
Difficult patient interactions often arise from patient anxiety, unmet expectations, financial concerns, or heightened emotions. MDDUS research shows these situations are among the most common triggers of stress, complaints, and claims in dental practice.
How can dentists set expectations to reduce patient misunderstandings?
The webinar teaches dentists to set clear expectations and boundaries that build trust and minimise misunderstandings. This approach helps prevent conflict and reduces the likelihood of complaints or escalation.
What should dentists do when a patient behaves unacceptably?
The webinar covers how to recognise and respond appropriately to unacceptable or escalating patient behaviours in a safe and professional manner, while maintaining professionalism and empathy.
Who is delivering the MDDUS webinar on difficult patient interactions?
Liz Price, who holds an MSc in occupational psychology and has worked with MDDUS members to help them manage clinical, regulatory, and operational risk.
