Responding to Complaints: NHS Standards - Kernow LMC online training

Aim of the Course:

The aim of the webinar is to allow delegates to understand their obligations under the NHS complaints regulation 2009 as well as the NHS Constitution.  It will look at the use of a Duty of Candour as well as the “My Expectations” view of CQC. An interactive webinar looking at the process of responding to complaints and reflective learning with the team.

Objectives/agenda:

• Understand what Practices obligations are under the NHS Complaints Policy.
• Complaints & the NHS Constitution.
• Duty of candour – what that means.
• CQC Lines of enquiry and the “my expectations” principle.
• Responding to a complaint.
• Reflective learning.

Course overview: 

There are always times when things do not go as planned which may result in a complaint from a patient. This course is designed to give delegates the tools they require to ensure they are responding to complaints in line with the NHS Regulations and CQC expectations, whilst ensuring the complaint is drawn to a satisfactory conclusion for all parties involved.

Delegates will receive:

• An electronic copy of the NHS Complaints Policy.
• An electronic copy of a Guide to the NHS Constitution.
• A copy of the presentation.
• A certificate of attendance.

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