august, 2020

202026aug6:00 pm8:00 pmPatient Complaints WebinarPRESENTED BY Drew Castley and Jodie Baker6:00 pm - 8:00 pm AEST(GMT+10:00) View in my timeWEBINAR Event Organized By: The Australian Dental Association (Queensland Branch) (ADAQ) Discipline:CommunicationFormat:Online

Event Details

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.


This event is proudly supported by



Speakers for this event

  • Drew Castley

    Drew Castley

    LLB, BA, LLM, 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.

    LLB, BA, LLM, Partner - Hall & Wilcox

  • Jodie Baker

    Jodie Baker

    LLB, LLM 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.

    LLB, LLM Manager, Member Advisory & Support Services - ADAQ


The Australian Dental Association (Queensland Branch) (ADAQ)The Australian Dental Association (Queensland Branch) (ADAQ) is the professional association for Dentists in Queensland. We represent more than 4000 members across the State. Our advocacy and services aim to promote excellence in the profession through a range of services, including: the provision of Professional Indemnity (PI) Insurance, support and advice regarding PI claims, CPD events, dental assistant training, and dental practice advisory advice.[email protected] 22-28 Hamilton Place Bowen Hills Qld 4006


(Wednesday) 6:00 pm - 8:00 pm AEST(GMT+10:00) View in my time



CPD Hours

1.5 Non-Scientific hour


ADA Member – Free, ADA Member Practice Staff – Free, Non Member – $55, Non Member Practice Staff – $55

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