Workshop Objective

By the end of this one-day workshop, delegates will understand the primary care complaints procedure and be able to identify the key responsibilities and actions required at each stage. Delegates will also be able to handle complaints in primary care effectively using this procedure.

This workshop will focus on the need for a quality approach and quality standard. Delegates will be able to identify the needs of patients and service users and design and implement quality standards to meet these. This programme will conclude with delegates completing a quality action plan to implement their standards and plans for their evaluation.

Workshop Price

We can deliver our workshops virtually or face-to-face and provide supporting course materials.

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Learning Outcomes

The learning outcomes of this workshops are:

  • The importance of complaints to governing bodies and primary care
  • Using complaints positively
  • The national complaint handling guidance
  • The framework for implementation in primary care settings
  • Key roles and responsibilities in the framework
  • Effective complaint handling – practical examples
  • The importance of quality to primary health care
  • Identifying the needs of service users
  • Your organisation charter
  • Using quality standards
  • Action planning to improve quality