Description

Complaints are common and rising year on year. Effective complaints handling is important to avoid matters escalating. It also encourages continuous improvement in the quality and safety of care.This course sets out the regulatory framework for complaints in the NHS and your obligations, and provides practical experience of responding to complaints.Topics covered include:what is a complaint and what do people complain about?why is it important to handle complaints effectively?what you can do to minimise your risk of getting a complaintmeeting with complainantsthe Parliamentary and Health Service Ombudsmanthe NHS complaints procedure and your obligationsusing lessons learned as a driver for change and improvement.This course complements the Conflict resolution and mediation course. They are on consecutive days to make it easier for you to attend both courses if you would like to.Who should attend?GPsTraining grade doctors (GPST1-4)Practice managers*This course has been approved by the Federation of the Royal Colleges of Physicians of the UK for 6 category 1 (external) CPD credits.