Managing complaints in primary care

This three hour interactive course examines good practices in managing complaints, and explores some of the specific challenges involved in dealing with a face to face complaints, the investigation of complaints and responding to complaints effectively in writing and verbally. Practical tips and effective strategies will be considered throughout with delegates fully participating in the session via breakout discussions and case examples on key aspects.

Topics include; why do patients complain; understanding the attitude – behaviour cycle; effective communication skills, planning for a face to face meeting; negative and positive approaches to face to face encounters; the effective use of question types; meeting expectations and concluding face to face encounters and personal safety. The course also explores how complaints leads can best investigate complaints and provide an effective response, reducing risk and improving the quality of your interactions and written communication with complainants. Specifically arising from the outcomes of the Paterson Inquiry, it also explores how complainants in both the NHS and independent sectors have unresolved complaints directed appropriately to timeous independent scrutiny and resolution.

The course includes pre-learning reading which sets out the statutory complaints frameworks and regulations for the constituent countries of the United Kingdom, as well as important regulatory and professional requirements expected of doctors. This material should be read prior to attending the course, as these topics will not be specifically examined during the workshop.

This course is led by MDDUS risk adviser, Alan Frame.

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

Other date available - Wednesday 25th October 2023 (09:30 - 12:45)

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.

FAQs

How can I contact the organiser with any questions?

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

Please note:

Prior to the event delegates can request a transfer to a future or alternative course

MDDUS absorb the Eventbrite booking fee for this course (which is between £5 - £8)

Refunds can be requested in advance; however, Eventbrite will deduct the booking fee from any refund requested.

MDDUS is not liable for any costs incurred by delegates in relation to attendance at remote training courses. This includes if the course is cancelled or needs to be rescheduled.

What happens if we 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 accessing the course you can request a transfer to another course without incurring a fee.