This two hour interactive course examines the statutory framework and good practices in managing complaints, and explores some of the specific challenges involved in dealing with a face to face complaint. Practical tips and effective strategies will be considered throughout with delegates fully participating in the session via breakout discussions on key aspects.
Topics include; why do patients complain; understanding the attitude – behaviour cycle; effective communication skills, planning for a face to face meeting; negative and positive approaches to face to face encounters; the effective use of question types; meeting expectations and concluding face to face encounters and personal safety.
This course is led by MDDUS risk adviser, Alan Frame.
Application has been made to the Royal College of Physicians for CPD accreditation.
MDDUS Member: £48
Non-MDDUS Member: £70
**To book your place, please click here.
To take part in this workshop:
- You must be able to access and join a Zoom meeting from whatever device you choose to use.
- Participants require a PC or laptop which has either a webcam and microphone integrated (or attached). Alternatively delegates can use a tablet/phone (although some functionality may be unavailable and you may not be able to see all delegates).
- Participants must be willing to share their names and webcam with other participants whilst attending the workshop.
- The Training & CPD team at MDDUS will email you joining instructions to attend the course of your choice a few days before the event.