Education & Events
Complaints Management for General Practice Staff
Event Summary
This session has been developed for all staff working in general practice who wish to learn more about effective complaint management.
Main Contact
Event Speakers & Trainers
Log into Zoom 09:15 session runs 09:30 to 11:30
Introduction
This session has been developed for all staff working in general practice who wish to learn more about effective complaint management.
Aims
To explain the purpose of a complaints policy, the NHS complaints procedure, who can make a complaint, agencies that may be involved in the complaint process, how to investigate complaints and the key points to consider when handling a complaint. The session will also investigate the need to identify emergent themes when dealing with complaints and the possibility of having to make changes to improve service delivery.
Objectives
- Understand the complaints procedure in detail
- Learn the responsibilities of the complaints manager and responsible person
- Understand why everybody in the organisation must know how to respond to a complaint
- Learn how to analyse complaints to identify themes
- Understand why accurate record-keeping in relation to complaints is essential
Content
- Obligations
- Complainants’ perspective
- Complaint management
- Listening, language and learning
- CQC expectations
- Supporting the team
- Personal reflection and shared learning
Previous Delegate Feedback
"The presenter was a PM so was able to present and share information in a way that aligned it to what we experience in practice"
This event is NOT being recorded
Event Speakers & Trainers
Joe is a Business Manager for four GP Practices, a Health and Wellbeing Hub and a PCN. Joe trains groups of colleagues within Primary Care on a variety of topics.
Price List
|
Name |
Description |
Price (Inc VAT) |
|
All GPs and members of staff working within GP practices in Wessex LMCs’ catchment area |
This option is for everyone working in a GP practice in Wessex LMC's catchment area, that does not fit into one of the other options on offer. |
£100.00 |
| Dorset - Practice Management Roles | We are delighted that, thanks to the Dorset Primary Training Hub, Dorset Practice Management roles can attend fully funded. Enter the discount code when booking. (Contact lead@wessexlmcs.org.uk if you have not received the code). NB this discount code will no longer work if all the free places have already been booked up. | £00.00 |
|
Non Members |
This is the cost if you are not working in a practice in the Wessex LMCs' catchment area. | £200.00 |
Waiting List
Please be advised there are spaces available on this course unless it states otherwise. If a course is full you will be given the option to book on the waiting list. If you are on the waiting list and a place becomes available, you will be notified automatically via email, you do NOT need to contact Wessex LMCs.
Cancellations
Please note cancellations two weeks prior to the event will not be refundable, however you are very welcome to substitute another delegate to attend the course to prevent your practice missing out on the training. Any admissible cancellations will incur an administration fee of £15 if the event fee is £100 or over and £10 if the event fee is £99 or under.
Attendance Details
In certain circumstances, we will share details of attendance or non-attendance with the person who booked and/or funded this course for the delegate. If you have any objection to your attendance status being shared, please can you contact Louise Greenwood (Wessex LMCs Director of Education & Training) at least 48 hours before the start of the training at louise.greenwood@wessexlmcs.org.uk
Sponsorship
This event may be sponsored so companies have the opportunity to promote their product(s) at the start of the meeting. No sponsors have been involved in the selection of speakers, agenda items, or any other matters relating to this training. Your name and practice will be shared with the sponsor representative, but not your email address.
