- Ended May 6, 2022 at 8:00 PM UTC
Complaints Workshop
- Zoom
- £75
- Includes 1 private space
This workshop looks at how to manage the entire complaints process from reducing complaints, capturing complaints in as stress-free a way as possible and dealing with the emotional and personal consequences of complaints.
This is designed to be the most complete guide to managing complaints available to health professionals, covering patient and co-worker complaints, and NHSE, GMC, and coroner's cases.
Includes 1 private space
- Complaints Workshop
Course Contents
- How to reduce complaints in your organisation
- Making complaints as painless as possible
- Complaint data capture
- Effective communication with complainants
- Managing your emotions
- Coping with coroner's courts
- How to survive NHSE and GMC complaints
- Effective apologising to reduce escalation
- Example wording for common complaint scenarios - let us take the hassle out of thinking of an appropriate response!
- How to support colleagues going through a complaint
What makes this course different?
Complaints, sadly, are a reality for many, if not most, health professionals. They are an inevitable consequence of working in a system with increasing demand, diminished resources, and escalating stress.
This workshop looks at the structure of complaints so that we can understand why they happen, how to minimise them, and often use the date gathered in complaints to prevent them recurring and improve our systems.
In this workshop, you will see how to use psychology and communication science to de-escalate complaints, improve your wellbeing, and have an effective strategy for dealing with conflict.
This workshop looks at the structure of complaints so that we can understand why they happen, how to minimise them, and often use the date gathered in complaints to prevent them recurring and improve our systems.
In this workshop, you will see how to use psychology and communication science to de-escalate complaints, improve your wellbeing, and have an effective strategy for dealing with conflict.
Frequently asked questions
You’ve got questions. We’ve got answers.
Do I have to attend the workshop live?
No - all of the content is accessible after the workshop event day. If you can join live, awesome, if you can't, you still get the goodies!
You mentioned a PDF..?
This workshop combines a PDF complete guide to complaints and a live workshop where the key concepts are presented.
In effect, it was going to be just a PDF - now you get both for the same cost!
Bonus!
In effect, it was going to be just a PDF - now you get both for the same cost!
Bonus!
What if it doesn't include something about complaints?
This workshop and guide is designed to be as complete as possible.
If you have a question/scenario that I haven't answered, then drop me a message and I'll answer as best I can. (If you can't attend live, you still get to message me with a question.)
If you have a question/scenario that I haven't answered, then drop me a message and I'll answer as best I can. (If you can't attend live, you still get to message me with a question.)
Who is the material designed for?
The workshop and guide are designed as a complete guide to complaint management. It is relevant to practice managers and hospital HR/PALS teams, doctors, nurses, and allied health professionals.
Reception and admin teams will also find the content on complaint avoidance and responding to complaints helpful.
Reception and admin teams will also find the content on complaint avoidance and responding to complaints helpful.
How have you collated the material?
This workshop and guide are based on principles drawn from psychology, business management, customer service, communication skills, discussions and interviews with people who have been through GMC, NHSE and coroner’s processes, and are designed to be practical and applicable to many people working in primary and secondary care.
Testimonals and Feedback
Some nice things that previous course attendees have said…
GP Partner
This has been a really refreshing presentation on Time Management-thank you!
Locum GP
Wow! Can’t believe I learned so much useful stuff!
PCN Director
Really positive comments from the whole practice team. Thanks again!
ANP Primary Care
Have found the material applicable in my general practice role and it’s even improving my home life.
Consultant ITU
Ed makes the course material really come alive whilst keeping it direct, meaningful and applicable to the problem at hand.
Senior Partner, GP
Thanks for all your hard work Ed-this is a great resource for all GPs and trainees-wish I’d found it earlier in my training!