Managing Complaints and Clinical Accountability Reviews

The course was well run and coordinated by Stephanie. It was interesting to hear other clinician's experience of the complaint processes. In terms of content, there was some supplementary material provided such as NHS complaints procedure and management policy, however i think this content would have been much better off being taught in the context of powerpoint lectures, with actual real-life examples of how complaints are handled, as this would have been much more effective learning. I also thought the break-out rooms were too frequent and far too long (sometimes 30 minutes), it felt like this undermined the actual content of the study day as often we just ended up having nebulous chats with each other. The time spent in break-out rooms became more like reflective sessions on how clinicians felt upon receipt of a complaint (sort of like CBT) and there was much less focus on how to actually deal with complaints; I think this would be greatly beneficial for senior doctors in training.

I like the model of this course that it was a lot of interaction and own experiences however not much theory about how to deal with complain which I was hoping to understand step by step. It might be helpful in the future to have some case and discuss what is the process. who will respond first ect It was not what I have expected but maybe it is more exiting way to approach that topic.