Effective complaints handling in primary care

As you are aware the UK government has indicated that everyone in the UK should avoid non-essential travel and contact and we are following this advice. After careful consideration we have decided to cancel all face to face courses until the end of 2020. When the situation changes we will update our website.

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:

• what is a complaint and what do people complain about?
• why is it important to handle complaints effectively?
• what you can do to minimise your risk of getting a complaint
• meeting with complainants
• the Parliamentary and Health Service Ombudsman
• the NHS complaints procedure and your obligations
• using lessons learned as a driver for change and improvement.

Who should attend?

• GPs
• Training grade doctors (GPST1-4)
• Practice managers

*Worth 6 hours of CPD when accompanied by a reflective note.

Speakers