Complaint Training

Drawing on their experience and expertise in responding to contentious complaints and on their experience in training health and social care professionals on de-escalating conflict, the team have developed a unique training programme designed to help health professionals to respond effectively in face to face situations and in their written communications in order to resolve conflict effectively.

Target Audience: Health practitioners and administrators involved in front line meetings with complainants and those responsible for providing formal responses to written complaints.

The Course Aims: to equip attendees with an understanding or how conflicts escalate and how to resolve them constructively.

Learning Objectives: Upon successful completion of this course delegates will:

• Understand the triggers for conflict in their practice
• Be able to pinpoint all the elements of a complaint in order to resolve it effectively
• Have an understanding of how early and effective resolution of complaints can avoid contentious and long standing disputes and PHSO investigations

Course Content: The course is interactive with lots of opportunity for role play and audience participation.

• Common causes of complaints in the health sector
• Communication – how poor communicate escalates conflict and how to listen, learn and respond in conflict situations using mediation techniques
• How to structure a written complaint response and avoid the pitfalls of non-apologies