Understanding the Complaints Process

Education & Events

Understanding the Complaints Process

Event Summary

Understand the complaints process and what is legally required of you

Thursday, 16 May
09:30 - 13:00
Zoom Online Event

Main Contact

Lead Team
+442382122912
This training course is accessible for wheelchair users.
If you have any communication or mobility needs that the event organisers need to be aware of please contact them in advance of the course to let them know.

Event Speakers & Trainers

 Amanda Painter
Amanda Painter
Speaker & Trainer
 Kay Louise Grant
Kay Louise Grant
Speaker & Trainer
Miss Lisa Harding
Miss Lisa Harding
Speaker & Trainer
 Sarah Farley
Sarah Farley
Speaker & Trainer
This training will be run over Zoom. To participate you will need to install Zoom on your device, and ensure it is has a microphone, speaker, and camera. Please Note: Some trainers will no longer allow you to stay on the call if you do not have your camera operating.

Log into Zoom 09:15 session runs 09:30 to 13:00

Introduction

We all dread complaints and there seem to be so many of them. Join out guest speakers alongside Lisa Harding, Director of Primary Care at Wessex LMCs to find out more about the process, the regulations and how to resolve the complaints in a supportive way.

Aims

The aim of this session is to help you to understand the complaints process and what is legally required of you.

Content

  • What are the regulations? Rights? Contracts?
  • What is acceptable behaviour?
  • Supporting staff
  • When & how do we say No
  • Sharing learning outcomes

Objective

Following this session you will have a better understanding of what you should and should not do when responding to a complaint.

This event is not being recorded

Event Speakers & Trainers

 Amanda Painter
Amanda Painter
Deputy Head of Complaints

Amanda manages a team who deliver the primary care complaints service for NHS England South East Region, covering seven counties.

 Kay Louise Grant
Kay Louise Grant
Risk Adviser

Kay Louise joined MDDUS in 2019 with a background in GP practice management and has since graduated with a Masters in health care ethics and law. She has worked with many multidisciplinary healthcare teams across the UK advising on delivering safe, effective care for patients and highlighting emerging risks within the sector.

Miss Lisa Harding
Miss Lisa Harding
Director of Primary Care

Lisa joined Wessex LMCs in 2012. Her experience in Primary Care commissioning and working closely with practice teams has been invaluable in enabling her to develop her role at the LMC.

 Sarah Farley
Sarah Farley
Complaints Manager

Sarah is the Complaints Manager for the South West Complaints Team.

Price List

Name

Description

Price (Inc VAT)

All GPs and members of staff working within GP practices in the Wessex LMCs’ catchment area

This option is for everyone working in a Levy paying Practice in the Wessex LMC catchment area.

£70.00

Non Members

This event is NOT open to non members  

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 you do NOT need to contact Wessex LMCs. 

Refunds

All delegate fees are non-refundable, however, if it has been agreed that a refund is possible, it will be subject to an administration charge of £5 for fees of £100 or less, or £10 for fees more than £100.

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 (Director of Education & Training, Wessex LMCs) at least 48 hours before the start of the training on louise.greenwood@wessexlmcs.org.uk

Pharmaceutical Sponsorship

This event may be sponsored by pharmaceutical company/ies having the opportunity for promotional product presentation at the start of the meeting. No pharmaceutical companies 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 Rep but not your email address

 

Further Dates

No Further Dates.