Practice Manager and Senior Nurses Forum- Handling complaints effectively (NW191024A)

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SubjectPractice Managers Forum
DescriptionThis session aims to support practice managers in handling complaints within their practice.
Additional information

Looking at current legislation put forward by the GDC and good record keeping as best practice, practice managers will discover how to encourage the team to take ownership and responsibility for complaints and ensure a consistent and fair approach to Complaints Handling in their practice.

Registration begins at 12pm

Catering

A selection of vegetarian/non vegetarian options will be made available, however please be aware that we are unable to cater for special dietary requirements such as Gluten Free, Nut Allergy, Vegan. We therefore suggest that delegates bring their own food if you have a specialist requirement.

VenueRegatta Place, Liverpool - Merseyside  View details
Date & timeThursday 24 October 2019, 12:30 to 14:30
LecturerMrs Berni Wilkinson  View details
Target audience

Mandatory: Practice Manager, or Senior Dental Nurse

Development outcomeD
Course styleWorkshop
Core topic Not a core topic
CateringRefreshments
CPD hours2:00
CostNo charge
Aims
  • Provide an update on current legislation and guidance, including CQC Regulation and new GDC Guidance on Complaints Handling.
  • To be able to prevent complaint escalation and spot signs of unhappy patients.
  • To develop the skills and knowledge to handle the complaint effectively.
Objectives
  • Discuss how to involve the whole team and encourage everyone to take ownership and responsibility for Complaints Handling.
  • Learn about current legislation/guidance around Complaints Handling, including CQC Regulation 16 and 2019 GDC Guidance.
  • Learn skills and tips to consistently manage complaints effectively, maintaining good professional relationships with patients and protecting practice reputation.
Learning outcomes

Delegates will have an up to date understanding of requirements around Complaints Handling and will be able to use skills learned to ensure consistent and effective complaints handling in their practice.