Friday 17 May 2024, 4.15-5.00pm, Birmingham

Enhanced CPD Theatre, Hall 5, National Exhibition Centre, Pendigo Way, Marston Green, Birmingham B40 1NT

Aimed at all members of the dental team, this lecture will discuss how best to manage complaints occurring in general dental practice.

It will be delivered by Helen Kaney FCGDent, a dually qualified dentist and solicitor, and Dental Advisor with the Medical and Dental Defence Union of Scotland. Helen qualified BDS from Glasgow University in 1987 and spent many years in general dental practice as well as working as a clinical assistant in conservative dentistry and prosthodontics at Glasgow Dental Hospital and at Guy’s Hospital in London. She developed an interest in law and ethics early in her career and studied law, obtaining an LLB, and then trained and worked as a solicitor for several years, acting for doctors and dentists in clinical negligence claims, regulatory matters and Fatal Accident Inquiries (Coroner’s Inquests) on the instructions of UK indemnity providers. She has significant experience in advising and assisting dentists in the UK and Ireland and in several international jurisdictions, and spent 14 years at Dental Protection as a Dentolegal and Senior Dentolegal Adviser and latterly as Medico and Dentolegal Services Team Lead and Head of Dental Services, Scotland. An elected member of the College Council, she completed an MBA at Strathclyde Business School in 2013 and is a Fellow of the Faculty of Forensic and Legal Medicine of the Royal College of Physicians.


  • At the end of the session, attendees will understand how best to manage complaints occurring in general dental practice

Learning outcomes:

  • Understand key stages of the complaint handling process
  • Understand how early intervention can help to avoid unnecessary escalation of a complaint
  • Appreciate the differing requirements for responding to verbal and written complaints
  • Understand the importance of self-care when in receipt of a complaint


  • 0.75 hours

GDC development outcomes:

  • A

This lecture is free to attend for both members and non-members of the College, and is one of four College sessions at the British Dental Conference and Dentistry Show 2024 (BDCDS24), a two-day conference hosting over 200 CPD lectures, 400 exhibitors and 9,000 dental professionals.

College representatives will also be available throughout the conference at Stand Q01 to talk to delegates about our vision for the profession, the benefits of membership and fellowship, and to answer questions.

It is not possible to register for specific lectures in advance, but those wishing to attend will need to register for BDCDS24 either in advance or on the day – use the button below.

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