Past Event

Resolving Complaints with Improved Conversations

Thursday 14 September 2017, Birmingham City Football Ground, Birmingham

What is it about?

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.

Reviews & Photos

Many attendees to this event completed an evaluation form, and we are pleased to share with you some of the comments made about this day:

Excellent engaging speaker, informative and thought provoking
Birmingham Community Healthcare NHS Trust

Very worthwhile
The States of Guernsey

Excellent course material, lots of things to take back to our trust
Black Country Partnership NHS Foundation Trust

All professionals working in the NHS should learn the skills to manage complaints
Birmingham Community Healthcare NHS Trust

Very helpful and useful. Great to learn lots and share experiences that are real. Good to network too
Dudley and Walsall Mental Health Partnership NHS Trust

Very relevant to my role, very engaging and interactive
Birmingham Dental Hospital

Presentation Content

The documentation from Resolving Complaints with Improved Conversations which took place on 14 September 2017 in Birmingham, includes the following presentations:

The importance of complaint resolution - improving the patient experience
Developing the tools - to improve conversations with verbal complainants
How to set up a - local resolution meeting (LRM) based on best practice guidelines
Executing meaningful apologies - improving conversations and building rapport

Price and availability

Conference documentation in both hard and electronic copy is available for purchase at £89 (there is no VAT charge). In addition to being posted a copy, all the documentation is now available to you in electronic format so that you can access the papers and presentations online.

How to buy the documentation

Please email the customer service team or telephone 01732 897788 stating the name and date of the event you would like to purchase documentation for. Payment is required in advance and this can be done by requesting an invoice or immediately using a debit card.

On receipt of payment you will be given immediate access to the presentations on-line where they will be in a pdf format. You will also be sent a set of documentation in the post.

Welcome back

Thank you for attending an SBK: Healthcare course. We are pleased to offer you on-line access to the documentation that you received at the event. This is an exclusive benefit for all of the attendees and includes additional and updated documentation.

Please enter your email address and password which is at the front of your documentation pack. The password will also be emailed to you after the event and this is your notification that the documentation is available on-line.

If you are having any difficulty please contact enquiries@sbk-healthcare.co.uk or telephone 01732 897788.

About

SBK Healthcare is the leading provider of service delivery conferences, seminars and workshops for managers, nurses and clinicians working in the NHS.

SBK Healthcare

10 Churchill Square,
Kings Hill, West Malling,
Kent ME19 4YU

Tel: 01732 897 788
Email: enquiries@sbk-healthcare.co.uk
Business Hours : 8:30 - 5:00

SBK Healthcare provides conferences, seminars and forums for NHS staff to come together and learn from NHS leaders across the country as well as each other. Every NHS course held by SBK Healthcare focuses on the unique clinical or operational demands that are putting the NHS workforce under pressure. By sharing examples of achievable service delivery, case studies of innovative clinical implementation and forums for attendees to meet like-minded individuals who are all striving for change, each NHS conference is designed to inform, inspire and motivate. Every NHS course is thoroughly researched and produced to help different NHS services to improve their patient experience, drive forward efficiency, and build better outcomes.

Each year, we develop over 100 forums taking place all over the country including Manchester, Birmingham, York, Bristol, Leicester, Leeds, Cambridge and Stirling. We are always building new events, to date we have covered the following NHS service areas: Acute Oncology, Admissions and Discharge, Cancer, Chemotherapy, Clinical Coding, Clinical Governance, Clinical Research, Continuous Glucose Monitoring, Critical Care, CAMHS, Diabetes Prevention, Diagnostics & Radiology, Digital Solutions, Endoscopy, Emergency Unscheduled, Family Integrated Care, Gynaecology, Heart Failure, IAPT, IV therapy, Immunotherapy, Information Governance, Insulin Pumps, Maternity, Medical Devices, Mental Health, Neonatal, Non-Medical Prescribing, Nuclear Medicine, Nurses, Ophthalmology, Outpatients, Paediatrics, Pathology, Palliative Care, Patient Experience, Pathology, Pre-Operative Assessment, PWP Development, Rehabilitation, Renal, Respiratory Service, Stroke, Virtual Clinics.

Operating as a small business, SBK Healthcare provide industry-supported National Networking Forums in addition to SBK Healthcare conferences and courses, which are research driven and enabled through attendee funding.