Agenda:

Welcome, introductions and objectives

Understand what Practices obligations are under the 2009 Regulations

Duties

2 stage procedure

Local Resolution

Parliamentary & Health Service Ombudsman

Complaints & the NHS Constitution

Duty of candour – what that means

CQC Lines of enquiry and the “my expectations” principle

Considering making a complaint

Making a complaint

Staying Informed

Receiving Outcomes

Reflecting on the experience

Review a number of case studies

Complete action plan