september, 2021

This is a repeating event

202114sep7:00 pm9:00 pmWhen Things Go Wrong (and they will!)7:00 pm - 9:00 pm(GMT+10:00) View in my timeOnline Event Organized By: The Australian Dental Association (Queensland Branch) (ADAQ) Discipline:Business,Communication,OtherFormat:Online

Event Details

This lecture is designed for the entire Dental Team, including Dentists, Oral Health Therapists, Dental Therapists, Hygienists, Practice Managers and Dental Assistants.


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


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 


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

  • Ms Neesha Pierce

    Ms Neesha Pierce

    LLB, BA, LLM

    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.

    LLB, BA, LLM


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


(Tuesday) 7:00 pm - 9:00 pm(GMT+10:00) View in my time




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

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