Handling complaints - Kernow LMC online training

Aim of the Course:

A very popular workshop 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.

Course 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