This is an online session and will take place online via MS Teams
The workshop has been developed to support you and your practice team in managing complaints and improving the service provided to patients. It will encompass a presentation as well as numerous opportunities for group discussions and questions.
The workshop will cover:
- the complaints regulations (to ensure you are meeting the requirements of the legislation)
- an understanding of the complaints landscape and what different organisations may require from you (such as GMC, CQC, PHSO)
- an understanding of what good looks like in complaints handling – do it once and do it well to make the best use of your time in complaints handling
- the art of the apology
- changes to the commissioning landscape and what this means for GP complaints handling
The workshop will be facilitated by Lee Bennett, Strategic Complaints Lead at NHS England and staff from West Yorkshire ICB. Lee has more than 20 years of NHS complaints handling experience and has a wealth of experience in supporting primary care teams to manage and respond to complaints with valuable insight into why complaints are raised and how they can be effectively handled.
By the end of the workshop delegates will have an improved understanding of professional complaints handling and be able to select the appropriate management techniques and implement the relevant strategies.
You will receive an outlook invitation within 48 hours of booking onto the session and a joining link will be shared with you closer to the date of the session.
If you are reserving a space in the session for more than one person, you must ensure an email address is provided for each person.
For more information regarding the session, please contact
wyicb-wak.conexusresilienceacademy@nhs.net
