Power up your complaints skills

This practical interactive session aims to give you an understanding of the essentials of practical, effective and professional complaints handling.

This session explores professional complaints handling skills with a focus on resolving complaints and demonstrating learning. Topics include:

• Preventing unexpected complaints;
• Early detection of unhappy patients;
• Developing 'super powers': listening to patients;
• Gaining advantage: Feedback vs complaints;
• Verbal and written complaints;
• Avoiding 'complaint paralysis';
• The professional, persuasive acknowledgement;
• Capturing, dealing with and resolving complaints in-house; and
• The GDC, CQC and NHS requirements.

On completion you will have had the opportunity to review your approach and be in a position to build skills to resolve complaints and comply with GDC, CQC and NHS requirements.