Aim of the course:

A very popular webinar – hosted by Kernow Local Medical Committee – designed to give delegates an overview to understand what a complaint is, why people complain and some basic communication skills when handling a complaint.  There is a brief overview on the complaint process and how to review processes to mitigate the circumstances which may have led to the complaint.

Key objectives/Agenda:

• Understand what a complaint is and why people complain.
• Recognise the skills and approaches needed to deal with patient complaints.
• Have a process to follow when dealing with a patient complaint.
• Follow a review process to mitigate the circumstances leading to the complaint.

Webinar Overview: 

• What is a complaint?
• Understanding why people complain
• Communication

-definition of communication

– the communication chain

– barriers to effective communication

• Listening Skills
• Active listening
• Steps for handling a complaint
• Managing conflict
• Destress techniques

Delegates will receive:

• A copy of the presentation.
• Certificate of attendance.

To register, please email: rich@kernowlmc.co.uk