Dealing with face-to-face complainants can be a tricky but important aspect of managing a complaint successfully, and it is an area where hospital based doctors and dentists can find themselves caught up in with little or no time for preparation.
This full-day interactive workshop will provide an overview of NHS complaints procedures and explore some of the more common scenarios and pitfalls that individuals may find themselves involved in, together with some suggested techniques and strategies for managing these.
While hospital-based doctors and dentists may not be directly tasked with the actual investigation of complaints, it is likely that they will be asked to contribute through the provision of accounts and statements of their involvement in the matters being investigated.
The workshop will also explore some helpful tips and advice on preparing complaints response statements from a medico-legal perspective.
Dealing with face to face complaints
- Active listening skills
- Things to avoid
- Things that can help
- Consolidation and communication
- Active risk assessment & personal safety
Statement / Report Preparation
- Structuring a statement
- Addressing all relevant issues
- Language & terminology
- Retaining objectivity but demonstrating empathy.
VENUE: MDDUS, 1 Pemberton Row, London, EC4A 3BG
TIME: 10:00 - 16:00
COST: £135 (MDDUS member. Book one full-price place and save £10 on a second place for a colleague within your MDDUS member practice) / £195 (Non-member) – includes refreshments and a buffet lunch.
CLICK HERE to book a place.
Places are limited, so please book early to avoid disappointment. Application has been made to the RCP for 5 CPD credits.