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Effective complaints handling in primary care course agenda 2019
6 CPD credits*
Complaints are common and rising year on year. Effective complaints handling is important to avoid matters escalating. It also encourages continuous improvement in the quality and safety of care.
This course sets out the regulatory framework for complaints in the NHS and your obligations, and provides practical experience of responding to complaints.
Topics covered include:
This course complements the Conflict resolution and mediation course. They are on consecutive days to make it easier for you to attend both courses if you would like to.
*This course has been approved by the Federation of the Royal Colleges of Physicians of the UK for 6 category 1 (external) CPD credits.
Strategic complaints lead, NHS England
Lee was former assistant director of patient experience and public engagement at Cambridge University Hospitals NHS Foundation Trust until he joined NHS England in 2013. He has been a witness at a Health Select Committee giving evidence on what good complaints handling looks like and he previously chaired the East of England's Complaints Managers' Forum.
Since working at NHS England, Lee has worked on joint research with the Parliamentary and Health Service Ombudsman on complaints handling; published NHS England's Quality Framework for Complaints Handling; and commissioned toolkits on complaints handling for acute and primary care.
He is currently rolling out NHS England's peer review of the complaint handling programme.
Dr Clare Sweeney
MDU medico-legal adviser
Clare graduated from Queen's University in Belfast in 1990 and trained as a GP. Before joining the MDU she worked as a GP partner for over 20 years. She completed a Master's Degree in Medical Law in 2014. Clare has a special interest in the legal and ethical aspects of end of life care.
I feel much better equipped to handle future complaints. I wish I had attended earlier on in my career, could have avoided unnecessarily stressful situations. I will be recommending this course to my Primary Care colleagues and will make sure our Practice Managers gets the opportunity to attend.
This course was absolutely what I wanted it to be and also very enjoyable
Thank you very much. The whole team was very professional and friendly and overall the day was extremely useful.
Essential to attend to learn about what a complaint is, how to manage it and how to cope with the stress of dealing with a complaint
A really good mix of the legislation relating to complaints and some practical examples of how to answer complaints