Appropriate handling of complaints can reduce costs and staff time. This course provides the skills to resolve complaints at the earliest opportunity with a just outcome. It provides a comprehensive understanding of the complaints process and regulations, how a complaint is investigated and practical aspects of writing a response and risk management. This knowledge is now an essential requirement for all frontline staff, investigating officers and managers who are involved in the complaints process.
This course covers;
• Introduction to effective complaints management
• The National Health Service Complaints Regulations 2009
• Why patients complain
• Communication and health care records as a tool for communication
• Complaint or claim - what does the patient want?
• Process of investigating a complaint
• Sources of information
• Drafting an appropriate written response
• Risk management - prevention and reaction
• Minimising risk - How to learn from experiences
A practical approach and case studies are used.