Resolving Complaints with Improved Conversations
Take one day out to develop a comprehensive and operative procedure to resolve complaints with effective conversations. By looking at real-life case studies, you can apply your new understanding to reports that are relevant to your everyday working life and unpick where it went wrong and how you can rectify it.
Come equipped with your everyday challenges and find out how to resolve complaints effectively and without delay. From informative presentations, thought-provoking case studies and reports that shape your practice, to insightful group activities and educational videos, this interactive day will equip you with the tools to resolve complaints.
Not only will you have the opportunity to share your own examples of how lessons learnt have impacted the way that you handled complaints, you will also be able to ‘re-write the story’ of some of the most publicised badly handled complaints in recent times. In addition to this, you will improve your understanding of:
- The impact of complaint resolution
- How to set up a local resolution meeting
- Developing a communication toolkit to engage with the complainant
- Executing meaningful apologies and empathising with patients
Attention all Patient Advice and Complaints Teams, Patient Advice and Liaison Services, Clinical Directors, Service Managers and Lead Nurses: whether you are new to your role or want to refresh and update your practice attendance at this day is crucial.
Have you considered sponsoring or exhibiting at this day? If you join us in 2017, you will be able to talk directly to this audience of NHS complaints leads, build familiarity and take away leads.
If you belong to an association or network that is related to complaints in the NHS, SBK would welcome working with you. We can offer your members or network a discounted rate and a link with your website here.
Please email Nichola.firstname.lastname@example.org for further details
This workshop follows on from the success of Effective Complaints Handling which was held in February 2016 in Birmingham. The event was extremely well received and described as “Very useful information and tips on managing complaints”, “Very interesting, gave me good ideas of how I can improve when dealing with complaints” and “One of the best I’ve been to for a while. Very interesting and informative”.
View further details and find out how to buy the documentation for Effective Complaints Handling
Through sound evidence build effective communication techniques and take away best practice advice for handling complaints:
|The importance of complaint resolution: improving the patient experience|
Why is it important to resolve complaints early rather than delaying them?
Stopping a complaint at source: best practice of verbal complaint resolution
Considering the impact and effects of protracted complaints handling
|Developing the tools to improve conversations with verbal complainants|
Making your conversation count: a closer look at impact versus intent
Conducting conversations: techniques to initiate, manage and close conversations
Changing the outcome of a conversation: moving from a complaint towards an opportunity
Embracing a different mindset: empathy versus sympathy
|How to set up a local resolution meeting (LRM) based on best practice guidelines|
Developing local resolution meetings: who to involve and when
How to structure, record and evaluate a LRM based on guidelines provided by NHS England
When to review a complaint: verbally at source versus a local resolution meeting
Using LRM to improve CQC outcomes: driving forward patient-centred care
|Practical session: Using past complaints to test your skills and put your new ideas into practice|
A hands-on exploration of real life complaints to identifying what went wrong
Challenging yourself to ‘re-write the story’ of a badly handled complaint
|Executing meaningful apologies: improving conversations and building rapport|
Developing a new apology process: changing and reviewing the system
How to deliver verbal apologies that are effective and timely: practicing the 3 R’s
Removing bad habits: moving to a new improved way of thinking
Gain expert insight from your workshop leader, Catherine Gaskell, Managing Director at The Results Company and Non-Executive Director at Kent Community Health NHS Trust, who manages verbal complaints on the frontline and is passionate about improving the patient experience.
This pricing structure applies across this conference and related events
- NHS or Public Sector for one place £399 + VAT
- NHS or Public Sector for two or three places (each) £299 + VAT
- NHS or Public Sector for four places (each) £279 + VAT
- Commercial Organisation for one place £699 + VAT
- Commercial Organisation two or three places (each) £599 + VAT
- Commercial Organisation four or more places (each) £579 + VAT
Do you really want to attend an event, but can’t see funding being available? SBK Healthcare have put together a page of cost saving tips, travel advice and useful ideas to help you to build your business case. Click here to view the justify your attendance document.
- Bed & Breakfast accommodation for Wednesday 13th September 2017 at Holiday Inn Birmingham City Centre, Smallbrook Queensway, Birmingham, B5 4EW : £90 + VAT (subject to availability. Lower rates may be found by booking directly with on-line accommodation website)
Bed and breakfast accommodation is available for this event at a specially discounted rate. Simply tick the dates that you wish to book when making your booking and we will contact you directly for your credit card guarantee details.
We regret that bookings for bed and breakfast accommodation cannot be confirmed without full credit card details. Your credit card will only be charged in the event that the invoice has not been settled one month following the event and only with prior communication.
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Birmingham City Football Club is located a mile and a half from Birmingham City Centre and is easily accessible from all major road routes and motorway networks. Click on the link below to view a map. Alternatively you can click through to Google Maps to get step by step instructions.
Travel is not included in the conference fee. It is the responsibility of each delegate to make their way to the conference venue in adequate time. The conference organisers are not liable for any delays or non-attendance resulting from delayed or suspended transportation.
A full refund of fees will be made only for cancellations received in writing 28 days before the date of the event (less £90 administration charge). Notice of cancellation must be received in writing and submitted by contacting us here. Should you need to cancel your registration after this date, the registration fee remains payable in its entirety although a substitution will be accepted and conference documentation will be provided. You are still entitled to conference documentation in the event of cancellation.
Substitutions & Name Changes
Substitutions for delegates unable to attend after registering are acceptable at any time. To inform us of a name change, please contact us here. It may be necessary for reasons beyond the control of the conference organisers to alter the venue, content, speakers or the timing of the programme. We will endeavour to keep you abreast of such changes but any unavoidable change to the conference format will not constitute a reason to refund the conference fee. Should the event be postponed, we will endeavour to reschedule the event. If, for reasons beyond the control of the conference organiser, the event is cancelled, a full refund will be made. We do not accept any liability for any incurred costs resulting from a postponement or cancellation.
Certification of Attendance
A certificate for Continuing Professional Development will be given to each participant who completes the course, as a record of your continuing professional training and development.
Registration fees are payable in advance. The fee includes documentation, refreshments and lunch, it does not include travel costs or accommodation. If your fee has not been received prior to the event, delegates without proof of payment will be asked for either a credit card guarantee on the day or to sign a proof of attendance form.
Your details will be held on our database to enable us to process your order and so that you can be kept up to date with relevant details of future events. Sometimes they may be made available to external organisations for relevant marketing purposes. If you do not wish to receive such information please write to: Database Manager, SBK (UK) Ltd, 10 Churchill Square, Kings Hill, West Malling, Kent ME19 4YU.
If you are unable to attend or would like to pick up an additional set of documentation on the day, the event documentation is available for purchase at £89 per set.