Handling, Investigating, Resolving and Learning from Complaints

Event Date/Time: Nov 05, 2012 / 10:00 am - (GMT) End Date/Time: Nov 05, 2012 / 5:00 pm - (GMT)
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 A Practical Guide to handling, resolving, investigating and learning from Complaints for clinicians and managers - with a focus on Complaints and Revalidation, and managing complaints involving healthcare professionals

Topics include:

  • Learning from Mid Staffordshire: resolving NHS complaints and preventing problems from reoccuring
  • Learning from complaints and concerns: lessons from the Ombudsman
  • Looking ahead to HealthWatch
  • Improving complaints handling and information at a local level
  • Developing a whole systems approach to complaints including managing complaints across organisations
  • FOCUS: Complaints and Revalidation
  • Managing complaints involving Doctors and clinical staff
  • Demonstrating reflection and changing practice following a complaint
  • Extended Masterclass: Complaints investigation including writing and developing the response