Complaint Management

This useful session explains to delegates 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 session 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

• Understand the complaints procedure in detail
• Learn the responsibilities of the complaints manager and responsible person
• Understand why everybody in the organisation must know how to respond to a complaint
• Learn how to analyse complaints to identify themes
• Understand why accurate record-keeping in relation to complaints is essential

Designed for
All staff working in general practice as everyone must know how to respond appropriately to complaints.