Embracing Complaints with Confidence: Listening,Improving and Responding (IOW311011)

AvailabilityCourse has taken place
SubjectPractice Management
DescriptionDental professionals experience complaints from patients during their professional career and skilful handling of complaints is essential to successful dental practice and management.
Additional informationThere is a need for a thorough understanding of the complaints handling system which would help and enhance the ability of dentists to respond to a complaint in an efficient way acceptable in the modern NHS.

This course is designed to help dental practitioners and practice managers how to deal with any complaint in a professional manner.
This course will assist delegates to provide supporting evidence for CQC outcomes 1,2,3,4,13,14,17 and 21.
Karen Morgan is the Head of Quality (Commissioning), dual registered nurse in Learning Disabilities and General Nursing, and worked in clinical practice up until 2000. In 2000 commenced health management career as Health Improvement Development Manager with a focus on quality of patient care. In 2002 became Risk and Claims Manager for Surrey PCT. In 2006 moved to the island as Complaints Manager with NHS IOW. With the development of the Quality team in 2009 became Head of Quality responsible for complaints management, PALS, Clinical governance and Bereavement Services.

This course is suitable for Dentists and Practice Managers.
VenuePostgraduate Centre, IoW, Newport - Isle of Wight  View details
Date & timeMonday 31 October 2011, 18:00 to 21:00
LecturerMigration  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Core topicNo core topic
CPD hours2:30
Cost£15.00
Aims
  1. Identify what makes people complain and how to use complaints positively.
  2. Determine the right response at the right time.
  3. Effectively manage a complaint in accordance with “The Local Authority Social Services and NHS Complaints (England) regulations 2009.
  4. Demonstrate an understanding of the role of the Parliamentary and Health Service Ombudsman in complaints management.