When Things Go Wrong (and they will)!

When Things Go Wrong (and they will)!
This lecture is designed for the entire Dental Team, including Dentists, Oral Health Therapists, Dental Therapists, Hygienists, Practice Managers and Dental Assistants.

Course Overview

Dentists have one of the highest rates of regulatory complaints when compared to other health professions. In Queensland, the rate is even higher, with more than 6% of Dentists receiving a complaint compared to the national average of 4.2%.
Hear from leading experts at Hall & Wilcox and ADAQ about the different types of complaints and how to respond within the different frameworks i.e. your practice, regulatory bodies and insurance. Our speakers will present a variety of case studies as examples of when things go wrong and what you can do.    

Complaints management knowledge is crucial for the entire team. This seminar is recommended to dentists and their practice staff. 

Topics covered in this course are: 

  • Learn why patients complain 
  • The most common complaints 
  • Tips on how to avoid complaints 
  • How to manage complaints in-house 
  • AHPRA statistics 
  • The relevant regulatory bodies 
  • The difference between regulatory complaints and negligence 
  • The difference between unsatisfactory performance vs professional misconduct 
  • The Director of Proceedings and QCAT 
  • How your professional indemnity insurance works 
  • DBA registration standards and insurance

Learning Objectives

Upon completion of this course, participants will be able to: 

  • Implement practices, training and procedures that will help avoid complaints in a dental practice 
  • Respond to a complaint – by recalling the difference between regulatory complaints vs negligence and unsatisfactory performance vs misconduct 
  • Ensure professional indemnity insurance is up to date 

Presenter/s biography

Drew Castley

Partner - Hall & Wilcox

Drew has over 20 years’ experience as an insurance and commercial litigation lawyer. His area of focus has been the defence of professional negligence claims, directors' and officers' claims and medical malpractice.
His commercial dispute practice includes shareholder, partnership and joint venture disputes, domestic and commercial building disputes, injunctive and declaratory relief and administrative law.

Drew advises on risk management for professional service firms.

Drew has been recognised in The Best Lawyers in Australia in Insurance Law, Litigation and Professional Malpractice Litigation every year since 2011 and he was additionally listed for Ethics and Professional Responsibility Practice in 2019 and 2020. He is listed as a preeminent professional indemnity lawyer in Queensland in Doyle's Guide to the Australian Legal Profession.

He is an associate of the Australian Property Institute, a member of the Australian Professional Indemnity Group and a committee member of the Queensland chapter of the Australian Insurance Law Association.

Ms Neesha Pierce

Manager - ADAQ Member Advisory and Support Services

Neesha initially graduated from the University of Queensland with a Bachelor of Arts (majoring in Psychology and Sociology) and then subsequently went on to study law, graduating from the University of Technology with a Bachelor of Laws in 1999 and a Master of Laws in 2009.  After graduating with her law degree Neesha initially worked as a dispute resolution lawyer in private practice before making the move in-house where she has worked in various roles, including most recently leading legal teams for large health and community care providers.    Neesha also has a wealth of experience managing risk and governance functions for healthcare providers and is also a board member of the Surveyors Board of Queensland where she regularly sits on its professional conduct review panels.  Having provided legal advice across a number of industries including the health and community services industry, Neesha brings a wealth of experience to assisting health practitioners to navigate the legal system.


Event Pricing

ADA Member Dentist - FREE
ADA Member Practice Staff - FREE
ADA Member 1st and 2nd Year Graduate - FREE
Non-Member Dentist - $55
Non-Member Dental Team - $55


CPD Points

2 Non-Scientific hours

COVID-19 SAFE PLAN ADAQ has implemented a safe plan to ensure all events, including venue hire, comply with the Government's COVID-19 restrictions. Please click here to view the plan.

By registering for this course, you agree to the events terms and conditions outlined on the ADAQ website. 

3/11/2021 7:00 PM - 9:00 PM

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