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Complaint handling

  • LEAD event

Effective processes in managing complaints for general practices. The course will provide an overview of the NHS complaints regulations and CQC requirements.

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Target audience:GP, Practice Manager, GPN, Health Care Support Worker, other healthcare professionals and staff who may receive a complaint directly.
Time:Start:  10:00                  End:      12:30

(allow 10 minutes before the start of the session for registration and AV equipment check)

Delivery mode:MS Teams
Cost:
  • £95 per delegate (inclusive of VAT) for attendees from Londonwide practices
  • £120 per delegate (inclusive of VAT) for attendees from practices from other areas
Overview:Effective processes in managing complaints for General practices.  The course will provide an overview of the NHS complaints regulations and CQC requirements.
Aims:This two and half hour course will examine the following areas:

  • what does an effective practice complaints policy consist of
  • receiving, recognising and investigating a complaint
  • the purpose of the NHS complaints regulations; undertaking a complaint investigation
  • CQC regulations for receiving and acting on complaints
  • the importance of maintaining a complaint record.
Learning outcomesDelegates will leave with a greater understanding of the NHS complaints management process and how it can be applied consistently and effectively in primary care.
Format:Presentation, scenarios, interactive.
Presenter:Alan Frame, Risk Adviser, MDDUS