Resolving Verbal Complaints
From informative presentations, thought-provoking case studies and reports that shape your practice, through to insightful group activities and interesting videos; take one day out to develop a comprehensive procedure to resolve complaints with effective conversations.
One past attendee said “All professionals working in the NHS should learn the skills to manage complaints” and another described the day as “very helpful & useful. Great to learn lots and share experiences that are real.” This worthwhile course not only provides a ‘hands on’ approach to participation, but also excellent course material to take back to your trust.
Not only will you have the opportunity to share your own examples and learn lessons on how you handled your 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 importance 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
“All professionals working in the NHS should learn the skills to manage complaints”. 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? Our events are carefully crafted and through our rigorous research we focus on and address the specific themes and topics that are driving the NHS forward. We pride ourselves on working with you to ensure that we recommend only those events that reflect your target audience and put forward solutions that provide the desired outcomes and results.
If you belong to an association or network that is related to this NHS PALS audience, 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.email@example.com for further details
This workshop follows on from the success of Effective Complaints Handling (Feb 2016) and Resolving Complaints with Effective Conversations (Sept 2017). Both events were 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 Introduction to the Tools for Clinical Human Factors
Your workshop leader: Cathe Gaskell, Healthcare Consultant, The Result Company, previously described as an “Excellent – engaging speaker, informative and thought provoking”. Cathe has also been recently selected to be a judge at the 2018 Complaints Handling Awards.
|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, described as an “Excellent – engaging speaker, informative and thought provoking”. Cathe 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.
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Farringdon - The Hatton
51-53 Hatton Garden, Clerkenwell, London, EC1N 8HN, Tel: 020 7242 4123.
Farringdon The Hatton is a 2 minute walk from Farringdon Station (Metropolitan, Circle, Hammersmith and City lines) and Farringdon Thameslink. There are also three NCP car parks within close proximity of The Hatton, one directly opposite the building.
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.