Overview
This course explains the purpose of a complaints policy, the NHS complaints procedure, who can make a complaint, agencies that may be involved in the complaint process, how to investigate complaints and the key points to consider when handling a complaint. The course will also investigate the need to identify emergent themes when dealing with complaints, and the possibility of having to make changes to improve service delivery.
Objectives
1. Understand the complaints procedure in detail
2. Learn the responsibilities of the complaints manager and responsible person
3. Understand why everybody in the organisation must know how to respond to a complaint
4. Learn how to analyse complaints to identify themes
5. Recognise why accurate record-keeping in relation to complaints is essential
Who is this course for?
All staff working in general practice
The Learning Package includes
