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Promoting Quality and Handling Complaints in the NHS

Workshop Agenda:

Session 1:

  • The importance of complaints to the NHS and primary care
  • Using complaints positively
  • The NHS complaint handling guidance

Session 2:

  • Key roles and responsibilities in the framework
  • Timescales for complaints
  • Effective complaint handling

Session 3:

  • Quality in Primary Care
  • Identifying the needs of service users
  • Your practice charter
  • Using quality standards

Session 4:

  • Designing standards for use in primary care
  • Implementing the standards
  • Establishing monitoring and evaluation mechanisms
  • Action planning to improve quality

Workshop Objective

Feedback from patients is set to continue as a major theme for the NHS - the national plans and CQC standards aim to increase the amount and the value put on the quality of the patient experience within the system. Make sure all the team is focussed on creating and improving high quality services and that they know how to effectively and efficiently manage complaints when things do go wrong. In line with the NHS Framework Listening, Responding, Improving.

This one day workshop is designed to provide delegates with the knowledge and skills required to work within the current complaints handling guidance and to handle complaints with confidence. The workshop will also focus on developing delegates knowledge and understanding of quality in primary care and will include standard setting and agreement as an important part of the programme.

Who should attend

This workshop is suitable for all primary care support staff such as:

  • Receptionists
  • Secretarial & Administrative Staff
  • Computer Operators

Workshop Duration

Full Day or Half Day