NEW VIDEO MODULE: Managing face-to-face complaints

CHECK out our new video module on managing face to face complaints – available now to MDDUS members.

The crucial challenge for health professionals dealing with patient complaints often arises during the 'first contact' with a complainer or their representative. If it is a face-to-face encounter, what you do or say in the next few seconds and minutes can have a significant bearing on the outcome.

Managed well this may set the scene for a smooth investigation and resolution process. Managed badly, however, it may escalate an already emotionally charged situation, making a successful outcome difficult to achieve.

This video module explores some of the more common dynamics present in a face-to-face encounter and suggests some practical do’s and don’ts for complaints handlers and healthcare professionals in general.

MDDUS doctors and dentists can access all our video modules using their surname and membership number. Practice managers who would like to access the videos should contact risk@mddus.com to receive their unique access code.

To get verification for CPD purposes, contact risk@mddus.com with the title of the module(s) viewed. Please remember to CLICK THE GREEN TICK ✔ symbol at the end of each module in order to successfully process your request.