The third in a series of four, this module of the Masterclass explains how to deal with challenging patients and those who wish to make a complaint.
Objectives
1. Appreciate why patients can be challenging or difficult
2. Learn about the causes and types of challenging behaviour
3. Understand what is meant by the term ‘conflict resolution’
4. Understand the correct complaints procedure and individuals’ responsibilities
Who is this course for?
All new and existing reception staff
The Learning Package includes
