When Patients Bite Back (SW17 -03-16-01)

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Programme

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SubjectCommunication skills
DescriptionThis course will tackle headlong the issues around successful complaint management and customer care practices. Anthony will provide information and advice on how to deal properly and professionally with complaints. You'll understand how good communication using behavioural psychology and body language reduces complaints and fully appreciate why complaints are an important part of continuous service improvement and how to learn from a complaint.
Additional information

Links to the Communication Domain:

-Communication with patient and family

-Communication with clinical team and peers

-Communication with other professionals

VenueThe Mount Somerset, Taunton - Somerset  View details
Date & timeThursday 16 March 2017, 09:15 to 17:00
LecturerMr Anthony Asquith  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleInteractive Workshop
Catering Meal
Core topic Not a core topic
CPD hours6:00
Cost£90.00
Aims

To gain confidence in providing and delivering outstanding customer care, even when handling complaints.

Objectives
  • You will know how to help patients in accordance with required GDC, NHS and Private practice standards
  • You'll have increased perceptiveness in reading people and avoid unnecessary stress, fuss and delay
  • Your actions and behaviours will result in better outcomes when dealing with problem situations more often
Learning outcomes

Delegates will be better able to communicate effectively with patients and be more confident handling complaints in practice.