Effective complaints handling in primary care

See dates

6 CPD credits*

Locations
  • London
  • London
  • Manchester

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.

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.

Who should attend?

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

*This course has been approved by the Federation of the Royal Colleges of Physicians of the UK for 6 category 1 (external) CPD credits.

Speakers

Lee Bennett

Lee Bennett

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 Claire Macaulay, medico-legal adviser

Dr Claire Macaulay MD MBChB(Hons) BSc(Hons) MRCP

MDU medico-legal adviser

Claire is an experienced medico-legal adviser. She supports members with medico-legal issues, complaints and claims. Claire is based in Glasgow where she was previously a medical oncology specialist registrar. Before joining the MDU in 2009, she completed a period of academic research leading to the award of a Doctorate in Medicine.

Wednesday 1 May 2019, 9:30 AM - 4:00 PM London

Location map
One Canada Square, London E14 5GS

Wednesday 4 September 2019, 9:30 AM - 4:00 PM Manchester

Location map
Park Inn by Radisson Manchester City Centre, 4 Cheetham Hill Road, Manchester M4 4EW

Comments

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  • GP, Caterham
  • 8 January 2019 10:13AM

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.

  • GP, Devon
  • 8 May 2018 3:42PM

This course was absolutely what I wanted it to be and also very enjoyable

  • PM, St Albans
  • 8 May 2018 3:39PM

Thank you very much. The whole team was very professional and friendly and overall the day was extremely useful.

  • GP - Bradforad
  • 23 April 2018 1:22PM

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

  • Consultant - Bournemouth
  • 23 April 2018 1:18PM

A really good mix of the legislation relating to complaints and some practical examples of how to answer complaints