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Dealing with NHS Complaints Within General Practice

Target Audience/Eligibility Criteria

Practice Managers and those with a role in complaint management from Stockport General Practice

Course Aim

This course aims to provide an update for delegates on how to deal effectively with complaints received within their practice.

Learning Objectives

Upon successful completion of this course delegates will:

  • Understand the NHS England process for handling complaints
  • Be able to describe what makes a good practice complaints policy and the NHS complaints regulations
  • Understand what makes a good complaints investigation and response
  • Know how to deal with difficult complainants and undertake removals from the practice list when appropriate
  • Be aware of the process and support available for Stockport practices
  • Understand how PHSO fits into the complaint escalation process, why we exist and how we can learn from complaints in a positive way without blame
  • Know how to avoid your complaint from ending up with PHSO
  • Bea aware of how PHSO might help you with mediation and dispute resolution if you have a complaint escalated to us
  • Know how to access PHSO resources: including the NHS complaints toolkit and how your organisation and staff can sign up for free extra training through PHSO with the PHSO liaison team

Course Duration

3 hours

Trainer

The Parliamentary and Health Service Ombudsman (PHSO) will be running the session in collaboration with Rick Holden, Head of Complaints and Liaison, NHS Greater Manchester

Date/Time/Venue

Thursday 27th June 2024, 1pm – 4pm

This session will be carried out via a video conferencing platform, delegates will need a computer or smart phone to join, where possible they are encouraged to use a web camera to fully participate. All joining details and coaching will be available before the session.

Please note these sessions may be recorded and shared with others working across Stockport in Health & Social Care.  If you attend these sessions, we will assume, you consent to the event being recorded and shared.  If you have any concerns around this please email gmicb-sto.learningdevelopment@nhs.net.

Cost

This course is free of charge for all those who work in Stockport General Practices.

Booking Process/Additional Information