Patient Complaints Webinar

Patient Complaints Webinar

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

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.

Jodie Baker 

Manager, Member Advisory & Support Services - ADAQ

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.

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 



This event is proudly supported by

By registering for this course, you agree to the events terms and conditions outlined on the ADAQ website. 
8/26/2020 6:00 PM - 8:00 PM

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