Successfully Handling Patient Complaints - a neuro-linguistic perspective (SW11-11-25-2)

AvailabilityCourse has taken place
Documents
Dorset County Hospital sitemapMaps for Dorset County Hospital
Programme

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SubjectCommunication skills
DescriptionThis is a one day seminar style course for all practice staff to enhance skills in understanding how people react to situations, how to avoid unnecessary disputes and in handling complaints effectively. The course runs from 09.30 to approximately 16.30 providing six hours of CPD. There will be refreshements during the day and a buffet style lunch. The course fee also covers comprehensive course notes and a workbook.
VenueThomas Sydenham Education Centre, Dorset County Hospital, Dorchester - Dorchester & W Dorset  View details
Date & timeFriday 25 November 2011, 09:30 to 16:30
LecturersMr Anthony Asquith & Sarah Thompson  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£25.00
Aims

Participants will develop strategies for handling complaints effectively

To provide an understanding of the neuro psychology behind patient complaints

Participants will learn about proactive risk management to avoid complaints

Participants will also learn about the body language of dissatisfaction and what to do when the signs are evident in the faces of your patient.

Objectives

To develop a positive attitude towards handling patients who are distressed

To understand complaints procedures and the stages involved as per GDC and CQC regulations.

To understand how best to work with patients who have complained and how to be confident in spite of adversity.