This three hour interactive course examines good practices in managing complaints, and explores some of the specific challenges involved in dealing with a face to face complaints, the investigation of complaints and responding to complaints effectively in writing and verbally.
Practical tips and effective strategies will be considered throughout with delegates fully participating in the session via breakout discussions and case examples 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.
The course also explores how complaints leads can best investigate complaints and provide an effective response, reducing risk and improving the quality of your interactions and written communication with complainants. Specifically arising from the outcomes of the Paterson Inquiry, it also explores how complainants in both the NHS and independent sectors have unresolved complaints directed appropriately to timeous independent scrutiny and resolution.
The course includes pre-learning reading which sets out the statutory complaints frameworks and regulations for the constituent countries of the United Kingdom, as well as important regulatory and professional requirements expected of doctors / and dentists. This material should be read prior to attending the course, as these topics will not be specifically examined during the workshop.
MDDUS Member: £70
Non-MDDUS Member: £105
Primary Care Direct delegate: £95
**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.