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.

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Hello! We are able to offer the vast majority of our courses online in a virtual classroom via your preferred video conferencing platform. All of our course contents have been updated to reflect the current COVID-19 situation. To enquire about any of our courses to be delivered online please go to our ‘Contact Us’ page