Managing Complaints

Overview

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.

Aims

To help participants to more effectively manage their own emotional state whilst positively influencing their patients through a range of practical techniques.

Learning Outcomes

• 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.