Complaints Handling
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Appropriate handling of complaints can reduce costs and staff time. This course provides a comprehensive understanding of the complaints process and effective complaints management is now an essential requirement for all frontline staff, investigating officers and managers who may find themselves involved in the complaints process. The aim of the training is to provide participants with an effective overview of how complaints should be managed to ensure a fair just and proportionate approach. Guidance will be given on how to assess complaints, gather evidence, and how to communicate the facts effectively. Consideration will also be given to the Risk Management Process.
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Further Details
Key learning points
· Introduction to effective complaints management
· Why patients complain
· Communication and health care records as a tool for communication
· Complaint or claim - what does the patient want?
· Meeting with complainants
· Establishing and translating the facts – written records and statements
· Sources of information
· Determining the appropriate written response
· Basic of a response
· Risk management - prevention and reaction
· Minimising risk - How to learn from experiences
Letters of Response
A practical approach and case studies are used.
One day course
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
