This session explains to delegates the purpose of a complaints policy
- The NHS Complaints Procedure
- Who can make a complaint
- Agencies that may be involved in the complaint process
- How to investigate complaints
- The key points to confisder when handling a complaint
The session will also investigate the need to identify emergent themes when dealing with complaints and the possibility of having to make changes to improve service delivery.
Aim of the course:
- Understand the complaints procedure in detail
- Learn the responsibilities of the complaints manager and responsible person
- Understand why everybody in the organisation must know how to respond to a complaint
- Learn how to analyse complaints to identify themes
- Understand why accurate record-keeping in relation to complaints is essential
