This intensive and highly practical healthcare legal training day assists attendees in understanding what is required in managing complaints properly. It will consider the root causes of complaints, how to identify a potential complaint, defusing complaints, the importance of open culture, and reflecting and learning from complaints.
This course will move through all the stages involved in managing complaints. It will look at the importance of clarifying the issues of the complaint, organising meetings with the complainant and liaising with relevant staff. It will then consider how to investigate the complaint, record that investigation and draw it to a conclusion in accordance with best practice principles.