Online Workshop

This practical and constructive forum will teach healthcare professionals how to be aware of and eradicate defensive and inappropriate communication. By focusing on the impact of effective conversations and resolution techniques, you will learn how to build empathy and change the course of verbal complaints.

Resolving Verbal Complaints brochure; save, print or share with your colleagues.

You may also be interested in Building a Successful NHS Business Case taking place 4th November 2021 or NHS Team Wellbeing and Resilience taking place on 3rd February 2022.

Resolving Verbal Complaints
Online 4 hours From £249+VAT

How to engage with patients and positively approach verbal complaints

In this pandemic era when emotions are running high, could you improve how you affect and engage with your patients? Don’t miss out on this unique forum that will offer you bespoke guidance and best practice advice, putting theory into practice so you can take away the tools to:

  • Understand and implement effective verbal complaint resolutions
  • Change the outcome to a complaint through your conversations
  • Discover how to structure, record and evaluate a LRM
  • Build your empathy and rapport skills to give a meaningful apology

Attend this online NHS event from the comfort of your own home

Take away useful techniques and new skills to use in your day-to-day work routine:

  • Evidenced based examples and referrals: providing appropriate, relevant support and sign posting
  • Interactive presentations: your concerns addressed with sensitivity and care
  • Closed room discussions: benchmark and engage with your fellow attendees
  • Agreed action plan: leave the workshop with the confidence to make changes
Join, tech support and opportunity to network in breakout rooms
Introduction, instructions and leader’s opening remarks
Cathe Gaskell, Director, The Results Company
Verbal complaint resolution
When verbal complaints go really wrong: implementing an effective resolution
  • Why is it important to resolve complaints without delay?
  • What are the impact and effects of protractive complaints?
  • Stopping a complaint at source: verbal complaint resolution in practice
Interactive discussion: a hands-on exploration of real-life complaints
Changing the outcome
Changing your approach to verbal complaints: building effective conversation skills
  • Best practice techniques: practical steps that will make your conversations count
  • Active listening
  • How to change the outcome of a complaint to an opportunity
  • Adopting a different mind-set: empathy versus sympathy
Interactive discussion: 're-writing' the story of a badly handled complaint
Guidance on face-to-face meetings
Taking the next step: how to set up a local resolution meeting (LRM)
  • Practical guide to developing local resolution meetings: what can a meeting resolve?
  • Who to involve and when? How to structure, record and evaluate a LRM
  • Building trust: setting expectations and following up on agreements
Positive communication techniques
Building empathy and rapport: how to execute meaningful apologies
  • Developing an apology process that engages the recipient: changing the system
  • How to deliver verbal apologies that are effective and timely using the 3 Rs
Interactive discussion: mapping out your new approach to a real-life complaint
Leader’s closing remarks and close of workshop

Share in first-hand experience

With infectious energy and at an accessible pace, Cathe Gaskell’s warm presentation style and positive attitude will engage you with thought provoking guidance and insightful advice.

Job Title:
The Results Company

Cathe Gaskell has held former positions of Director of Nursing, Deputy Chief Executive and Interim Chief Executive and now works independently through her own consultancy business. The Results Company was formed in 2009 and offers specialist, cost-effective solutions for the wicked and seemingly intractable problems within change management and people management within healthcare. As a partner in the Results Company, Cathe uses her expertise as both a Consultant and Independent Advisor to work as a critical friend to multiple healthcare providers. 

Her specific focus is in making teams and organisations within the health arena work more effectively and understand their impact on workplace culture. Cathe is interested in the link between language and conflict and building better rapport in work place relationships through a greater awareness of the impact of the words we choose to use… 

Cathe has delivered workshops to multiple NHS organisations as well as private healthcare teams on the topics of complaints handling, how to make a successful apology, as well as working with multiple teams of complaints and pals staff to better understand the patient experience during the complaints process.

Pricing Structure

  • £299 + VAT for one NHS or public sector place
  • £249 + VAT (each) for two or three NHS or public sector places
  • £599 + VAT for one commercial organisation place

You or a colleague can claim the £249 + VAT NHS discount, for booking two or more places, if you also book onto:

Commercial companies are also invited to sponsor this day. Please email Sarah Kemm for further details.

You can reserve a no-obligation place whilst you apply for funding

If your funding has not yet been secured or you would like to hold your place with no obligation whilst waiting for your study leave to be approved, you can reserve your place with us. Please email the reservations team at SBK Healthcare with your details:

  • Booking contact: name, job title, department, email and telephone number
  • Event(s) to reserve for: title and date
  • Delegate details (for each delegate): name, job title, department, email and telephone number
  • Organisation details: name and address

Alternatively you can make a confirmed booking by emailing the above information to the bookings team 

Once you have booked your place, SBK Healthcare will correspond with you using the email address you provided at the time of booking. Within one week of the online conference taking place, you will be sent final details of the course including a full agenda, programme timings and your Zoom joining instructions. This email will include a joining link that can be used to access the conference.

If you have not received your email two days before your event, do check your junk folder then contact SBK Healthcare on 01732 897788.

Practice sessions are available and you will be sent an invitation to join one of our delegate practice sessions. These are optional but great if you are unsure of whether your camera and microphone will work on Zoom. We hold several one hour practice sessions across the week when a member of SBK Healthcare staff will be waiting in Zoom to assist you. Please do pop in, say hello and make sure you are all set for the day.

On the day, when registration starts, you will be able to join the conference by initially entering a waiting room when there may be a short wait. In groups of between 6-10 people, you will be admitted into the main conference room to be greeted by a member of SBK staff. In the same group you will be taken into a breakout room and asked to turn on your video and microphone. A member of the SBK team will get your group started with some orientation tasks and ‘ice breaker’ topics, before leaving you to network.

When you are automatically brought back into the conference room for the start of the conference, you will be asked to turn off your camera and microphone so that the chair can start the forum. During each presentation you will be able to ask questions in the chat box function. The forum will include screen breaks, as well as topic themed interactive sessions which will take place in the breakout rooms.

Click here to view the specially created a 5-minute video that will walk you through how to get the most out of attending your SBK Healthcare interactive online forum.

Certification of attendance

A certificate for Continuing Professional Development will be given to every fully registered participant who completes the course, as a record of your continuing professional training and development.

Registration fees

You will be sent an instant payment option or invoice on registration. Your payment is required in advance. If your fee has not been received prior to the event, and you are not able to provide a PO or proof of payment, you will be asked to make a credit or debit card payment on the day.

Modify registration

To let us know if your details are not correct when you have already registered, please email the bookings team.

Cancellations and substitutions

A full refund of fees will be made only for cancellations received within the first 48 hours of the booking being made. Notice of cancellation must be received in writing by emailing the bookings team at SBK Healthcare. 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. Substitution attendees for delegates unable to attend after registering are acceptable at any time.

Event changes

It may be necessary for reasons beyond the control of the conference organisers to alter the content, speakers or the timing of the programme. We will endeavour to keep you abreast of such changes but any unavoidable change to the format will not constitute a reason to refund the 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.

Privacy notice

To view the details on how your data is being collected and used, please view our Privacy policy

Expected attendees

Created to enable NHS professionals to drill down into your finer skills. Take one day out to improve your communication skills, build your rapport techniques, and achieve empathy with the complainant. These workshops have been created for (but are not limited to):

  • Service managers, clinical or nurse leads to build your understanding of good communication
  • NHS teams to attend as either a group or individuals to enhance their verbal complaint skills
  • If you have a team that is 15 people or more, you can have a bespoke workshop delivered in-house. Please contact Sarah Kemm or telephone 01732 897788.

If you have a team that is 15 people or more, you can have a bespoke workshop delivered in-house. Please contact Sarah Kemm or telephone 01732 897788.

Past attendee feedback

Supporting the NHS during the Covid challenges of 2021, Cathe presented webinars on Psychological Resilience which were praised for both their content and Cathe’s presentation style. She previously led a workshop on Resolving Verbal Complaints which is now available online. Here is just some of the positive feedback on Cathe’s work:

“Very passionate and knowledgeable about the area she is talking about which is inspiring”

Building Psychological Resilience Skills for NHS Professionals Webinar, Thursday 19th November 2020

“Knowledgeable, handled questions well, provided resources"

Building Psychological Resilience Skills for NHS Professionals Webinar, Thursday 19th November 2020

“Really good evidence based practical tips that you can put into practice to help with your resilience and ideas to share with my Team”

Building Psychological Resilience Skills for NHS Professionals Webinar, Thursday 19th November 2020

“I love the way Cathe is so pragmatic. She breaks the topic down into small tips you can try to weave in your day”

Psychological Resilience Skills II – Embedding your Techniques Webinar, Thursday 17th December 2020

“The top tips are very useful and practical skills. Small groups also meant more interactive”

Resolving Verbal Complaints, Tuesday 23rd July 2018

“Informative, succinct important tips to help with complaints, elements learnt to change my practice”

Resolving Verbal Complaints, Tuesday 23rd July 2018

View further comments on SBK Healthcare events on Trust Pilot.