Complaint Handling for Health and Social Care Professionals

Description

Are you a healthcare professional looking to improve your complaints handling skills?

Are complaints being handled professionally and appropriately in your organisation? Is poor complaint handling leading to long, drawn out investigations where there was potential to diffuse the complaint at the offset?

Learn how to implement tips and strategies to handle complaints professionally and efficiently in the Health sector.

What you will learn

This course will consider the root causes of complaints, how to identify a potential complaint, defusing complaints, the importance of open culture, and reflecting and learning from complaints.

This course will move through all the stages involved in managing complaints. It will look at the importance of clarifying the issues of the complaint, organising meetings with the complainant and liaising with relevant staff. It will then consider how to investigate the complaint, record that investigation and draw it to a conclusion in accordance with best practice principles.

Key Learning Points

• The root causes of complaints,
• How to identify potential complaints,
• How serious complaints are investigated,
• Interviewing key staff members – do’s and don’ts,
• Questioning skills,
• Handling people’s emotional responses to complaints,
• The importance of listening and managing expectations at the initial stage,
• How to defuse complaints,
• The importance of open culture, and reflecting and learning,
• The implications of your complaints policy in practice,
• Your role and responsibilities under the policy,
• Recording your investigation and drawing it to a conclusion,
• Your findings and recommendations,
• Writing your Investigation Report.