There are occasions where patients may raise concerns, make complaints or become argumentative. This session takes a pro-active approach and looks at the ways in which we can minimise these issues and should they arise manage them effectively whilst maintaining a positive relationship with the patient.
To help participants to more effectively manage their own emotional state whilst positively influencing their patients through a range of practical techniques.
- Preparing ourselves to manage complaints – ensuring our ability to respond rather than react
- Isolating the route cause/reason/factor for the patients concern
- Providing feedback to the patient following your investigation
- Helping the patient to move on from their complaint
This session is appropriate for all staff members. There are no pre-requisites for this session.