{"id":19350,"date":"2022-05-06T08:47:27","date_gmt":"2022-05-06T07:47:27","guid":{"rendered":"https:\/\/www.stockportccg.nhs.uk\/practicehub\/?page_id=19350"},"modified":"2025-03-31T14:18:04","modified_gmt":"2025-03-31T13:18:04","slug":"dealing-with-nhs-complaints-within-general-practice","status":"publish","type":"page","link":"https:\/\/www.stockportpracticehub.co.uk\/practicehub\/dealing-with-nhs-complaints-within-general-practice\/","title":{"rendered":"Dealing with NHS Complaints Within General Practice"},"content":{"rendered":"<p><strong>Target Audience\/Eligibility Criteria<\/strong><\/p>\n<p>Practice Managers and those with a role in complaint management from Stockport General Practice<\/p>\n<p><strong>Course Aim<\/strong><\/p>\n<p>This course aims to provide an update for delegates on how to deal effectively with complaints received within their practice.<\/p>\n<p><strong>Learning Objectives<\/strong><\/p>\n<p>Upon successful completion of this course delegates will:<\/p>\n<ul>\n<li>Understand the NHS England process for handling complaints<\/li>\n<li>Be able to describe what makes a good practice complaints policy and the NHS complaints regulations<\/li>\n<li>Understand what makes a good complaints investigation and response<\/li>\n<li>Know how to deal with difficult complainants and undertake removals from the practice list when appropriate<\/li>\n<li>Be aware of the process and support available for Stockport practices<\/li>\n<li>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<\/li>\n<li>Know how to avoid your complaint from ending up with PHSO<\/li>\n<li>Bea aware of how PHSO might help you with mediation and dispute resolution if you have a complaint escalated to us<\/li>\n<li>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<\/li>\n<\/ul>\n<p><strong>Course Duration<\/strong><\/p>\n<p>3 hours<\/p>\n<p><strong>Trainer<\/strong><\/p>\n<p>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<\/p>\n<p><strong>Date\/Time\/Venue<\/strong><\/p>\n<p>To be confirmed. Please email\u00a0\u00a0<span style=\"text-decoration: underline\"><strong><a href=\"mailto:gmicb-sto.learningdevelopment@nhs.net\" target=\"_blank\" rel=\"noopener\">gmicb-sto.learningdevelopment@nhs.net<\/a><\/strong><\/span> and we will add you to the wait list.<\/p>\n<p>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.<\/p>\n<p>Please note these sessions may be recorded and shared with others working across Stockport in Health &amp; Social Care.\u00a0 If you attend these sessions, we will assume, you consent to the event being recorded and shared.\u00a0 If you have any concerns around this please email\u00a0<a href=\"mailto:gmicb-sto.learningdevelopment@nhs.net\"><span style=\"text-decoration: underline\"><strong>gmicb-sto.learningdevelopment@nhs.net<\/strong><\/span><\/a>.<\/p>\n<p><strong>Cost<\/strong><\/p>\n<p>This course is free of charge for all those who work in Stockport General Practices.<\/p>\n<p><strong>Booking Process\/Additional Information<\/strong><\/p>\n<ul>\n<li>Bookings for this course should be made via Ticket Tailor using this <em>(a link will be available once a date has been confirmed)<\/em>. Enquiries can be made via email to <a href=\"mailto:gmicb-sto.learningdevelopment@nhs.net\"><span style=\"text-decoration: underline\"><strong>gmicb-sto.learningdevelopment@nhs.net<\/strong><\/span><\/a>\u00a0or 07393 798115.<\/li>\n<\/ul>\n   ","protected":false},"excerpt":{"rendered":"<p>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 [&hellip;]<\/p>\n","protected":false},"author":365,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"footnotes":""},"_links":{"self":[{"href":"https:\/\/www.stockportpracticehub.co.uk\/practicehub\/wp-json\/wp\/v2\/pages\/19350"}],"collection":[{"href":"https:\/\/www.stockportpracticehub.co.uk\/practicehub\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.stockportpracticehub.co.uk\/practicehub\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.stockportpracticehub.co.uk\/practicehub\/wp-json\/wp\/v2\/users\/365"}],"replies":[{"embeddable":true,"href":"https:\/\/www.stockportpracticehub.co.uk\/practicehub\/wp-json\/wp\/v2\/comments?post=19350"}],"version-history":[{"count":7,"href":"https:\/\/www.stockportpracticehub.co.uk\/practicehub\/wp-json\/wp\/v2\/pages\/19350\/revisions"}],"predecessor-version":[{"id":24820,"href":"https:\/\/www.stockportpracticehub.co.uk\/practicehub\/wp-json\/wp\/v2\/pages\/19350\/revisions\/24820"}],"wp:attachment":[{"href":"https:\/\/www.stockportpracticehub.co.uk\/practicehub\/wp-json\/wp\/v2\/media?parent=19350"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}