NHS England Complaints Handling Workshop - West Suffolk (ONLY)

Course Content:-

Places are limited strictly to practice staff managing the complaints process within general and are offered on a first come, first served basis. Due to the limited number of places available for each workshop, we request that each practice only requests places for those responsible for investigating and responding to complaints.

NHS England and the Suffolk and North East Essex (SNEE) ICB would like to invite members of practice staff working within the SNEE ICB to attend a free 3-hour GP Complaints Handling workshop. The workshop has been developed to support you and your practice team in managing complaints and improving the service provided to patients. As well as a presentation there will be numerous opportunities for discussion and questions.

The workshop will cover:

• The complaints regulations (to ensure you are meeting legislative requirements).
• An understanding of the complaints landscape and what different organisations may require from you (e.g. GMC, CQC, PHSO).
• An understanding of what good looks like in complaints handling – do it once and do it well to make the best use of your time in complaints handling the art of the apology.
• Changes to the commissioning landscape and what this means for GP complaints handling.

The workshop will be facilitated by Lee Bennett, Strategic Complaints Lead at NHS England and Katy Walton, PALS & Complaints Team Manager, SNEE ICB. Lee and Katy have a wealth of experience in supporting primary care teams to manage and respond to complaints with valuable insight into why complaints are raised and how they can be effectively handled with more than 40 years’ experience between them.

By the end of the workshop delegates will have an understanding of professional complaints handling and be able to select the appropriate management techniques and implement the relevant strategies.

Some positive feedback from previous sessions:

• “As the complaints manager in my Practice I found it all completely useful and relevant. There was so much that I took away to put into place in my own complaints policy.”
• “Both trainers managed to create a positive and meaningful session from content that can be dry and, at times, incendiary. There were several practical tips that I will be implementing.”
• “I found the training to be of extreme value. I now have a much better understanding of the complaints procedure and how I would handle a complaint. I thought the delivery was excellent and the trainers had an excellent of the subject and were excellent at their delivery of the content.”