Complaints Handling & Managing difficult conversations

This three-hour Complaints Handling workshop will equip participants with the necessary knowledge and skills to handle complaints effectively and efficiently. The workshop will cover various aspects of complaints handling, including ensuring practice policies are correct and managing persistent communicators/complainants within the practice.

By the end of this web workshop, delegates will be able to: 

·        Understand the importance of effective complaints handling in the primary care setting.

·        Comprehend the legal and regulatory framework surrounding complaints handling.

·        Evaluate and update current practice policies to ensure compliance with the latest policy changes.

·        Utilise active listening techniques and demonstrate empathy in their communication with complainants.