Basic Description of Course
This interactive and practical course will provide a structured approach to complaints handling through the use of systems analysis. The day will also cover letter writing, communicating with patients/service users/carers and families and conducting interviews. All techniques will be tested through role-play.
Course Content
- Overview of a systems-based approach as it relates to complaints handling
- Scoping the complaint; clarifying and breaking down the issues
- Information collection
- Interface with the Duty of Candour and complaints procedure
- Meeting with patients and families
- Letter writing; ensuring that all issues are covered
- Interview techniques
- Time management
- Dealing with persistent and unreasonable complainers
Course Timetable
| 9.30am to 10.00am | Coffee and Registration |
| 10.00am to 10.30am | Delegate’s experience of handling complaints and undertaking investigations is established |
| 10.30am to 11.15am | An overview of a systems-based approach |
| 11.15am to 11.30am | Coffee Break |
| 11.30pm to 12.00pm | Scoping case study; ensuring clarification of the issues |
| 12.00pm to 12.30pm | Meeting with family members, carers and patients |
| 12.30pm to 12.45pm | Role play |
| 12.45pm to 1.15pm | Lunch |
| 1.15pm to 1.45pm | Gathering evidence |
| 1.45pm to 2.00pm | Exercise |
| 2.00pm to 2.30pm | Using timelines to structure analysis |
| 2.45pm to 3.00pm | Tea Break |
| 3.00pm to 3.30pm | Drafting response letters including dealing with persistent and unreasonable complainers |
| 3.30pm to 4.00pm | Summary |
| 4.00pm | Conclusion |
