Successfully Handling Patient Complaints and Increasing Personal Confidence. (SW11-04-01-1)

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SubjectCommunication skills
DescriptionResearch into why patients complain or sue, demonstrates that over 50% of patients who take things further, against you and your team will have decided to do so because they don’t like you. More worrying however, is that this is commonly something they have thought about doing even before any act of alleged negligence has occurred. Attending this course will be great fun and will enhance your skills in understanding that people react to situations and how to spot this early to avoid unnecessary disputes. Attendance will also enhance your skills at handling complaints effectively and remaining confident in yourself and your approach to working. The course fee also covers acomprehensive workbook.
VenueEducation Centre, Salisbury - Salisbury & S Wiltshire  View details
Date & timeFriday 1 April 2011, 09:00 to 16:30
LecturersMr Anthony Asquith & John Moore  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Catering Meal
Core topic Not a core topic
CPD hours6:00
Cost£30.00
Aims

Participants will develop strategies for handling complaints effectively

 Participants will learn about proactive risk management to avoid complaints

Participants will learn too about what principles practitioners who don’t get sued follow in their work.

As well as the predisposing factors and precipitating factors as to why people take these matters further.

Participants will also learn about the body language of dissatisfaction and what to do when these signs become visible.

Objectives

 Developing a positive attitude towards handling patients who are distressed and not fearing complaints

 An understanding of complaints procedures and the stages involved as per GDC regulations.

 Different people complain for a variety of reasons and you’ll discover how best to work with them as well as how to be confident in spite of adversity and maintaining a sense of perspective