“Are you up to speed with how to handle complaints and discharge your statutory responsibilities?”

COURSE DETAILS

Effective Complaints Handling

With the ever-changing landscape that is primary care, the continuous drive for improvements in efficiency and patient outcomes creates real challenges for us all but also highlights new potential opportunities - the next challenge of course being to justify them to our stakeholders.

Led by an experienced business development professional with over 30 years experience across a range of public and private sector roles, this interactive workshop will give you a clear understanding of how to prepare and complete a business case giving the maximum potential for adoption and preparing the ground for a pilot or full service launch.

Key Learning Objectives

  • Understand what constitutes a complaint
  • Reinforce how to handle complaints swiftly and effectively to avoid escalation
  • Explore and confirm understanding of NHS complaints procedure and the role of other agencies
  • Review complaints handling policies and practices in your surgery
  • Develop your own preventive measures plan based on understanding your complaints history

This half day workshop will ensure that you are fully up to speed with the latest advice, guidance and practices as set out in the NHS complaints procedure.

Half Day Course - Maximum 12 Delegates

Course Content Outline

  • check
    The architecture of a complaint
  • check
    NHS complaints procedure and the roles of other agencies - NHSE, GMC, CQC and the Ombudsman
  • check
    Effective complaints management and 
  • check
    When to involve the medical defence organisations and LMC
  • check
    Developing preventive measure by learning from complaints
  • check
    Group review and feedback

Our courses come with full follow up support by phone and email for all attendees for up to 12 months after the session.

To find out more about this course, CCG funding opportunities or to reserve a place please contact us:

“Looking forward to putting into practice what I have learned here back at our surgery”

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