Complaints handling for admin and reception teams in GP practice

This interactive course comprises two, two hour sessions over consecutive weeks and is designed for administrative staff and receptionists in GP practice.

• Session one - 31 August 2021 (10.30 am to 12.30 pm): In this first session delegates will cover the common causes of complaints in general practice, the responsibilities of admin teams in preventing and dealing with complaints and complaint handling procedures including; timescales, early resolution and steps to escalation.

• Session two - 14 September 2021 (10.30 am to 12.30 pm): In the second session delegates will explore the steps to take when dealing with face-to-face complaints including tips on keeping yourself safe when faced with potentially high risk encounters with angry or upset patients and the importance of an adequate incident reporting systems.

This course is led by MDDUS risk adviser, Kay Grant

Upon completion, a certificate detailing four hours of verifiable CPD will be provided by MDDUS to all attendees.

Please read before booking:

• You MUST have a webcam, speaker and microphone available on the device you intend use to access the training. This will ensure you are able to fully engage with the speaker/other delegates. This also allows our CPD verification process to be robust.
• You MUST be able to access and fully participate in a Zoom meeting from whatever device you choose to use. Please cut and paste the following URL into your internet browser to access help on how to do this. The page includes the option to join a ‘test meeting’ from the device you intend to use. https://support.zoom.us/hc/en-us/articles/201362193-Joining-a-meeting
• If you experience any technical difficulty when checking you can access Zoom it could be because your local IT support is blocking access. If this happens you might consider using your own mobile device instead – Zoom works well on tablets.

Note

Before booking a place on this course please ensure that you select the correct ticket type. If your practice is in a group scheme with ourselves please choose the member rate.

FAQs

How can I contact the organiser with any questions?

Please email risk@mddus.com if you need to know more before booking.

What's the refund policy?

MDDUS absorb the Eventbrite booking fee when you register, however you will be liable for this fee if you cancel. The fee for this event will be between £5-£8 for this event dependent on your ticket type.

What happens if i cannot access this event due to a technical issue?

Please ensure you have full access to Zoom before booking this course. If you experience technical difficulties in accessing the course you can apply for a refund, however MDDUS are not able to refund the Eventbrite booking fee