Suitable for: practice management, Team leaders/Supervisors, Partners, and any staff dealing with complaints on a regular basis, or have had a bad experience from a complaint.

This course will cover both the factual and process elements of external/patient complaints but will also focus on the emotional aspects of managing complaints.

It will help you to consider:

• Why complaints happen
• Why a robust complaints system can be effective and efficient, offering templates to take away and use/amend as needed
• Issues of unresolved and serial complaints
• How, by encouraging a positive mindset, we can look after ourselves and each other

The course will be run via zoom – a joining link will be shared with you a few days before the event.

North Yorkshire & Humber practice staff will now be required to pay a course fee which has been subsidised by GPMplus. These places are limited and are only eligible to be booked by staff working in an NHS practice, within Humber and North Yorkshire ICB.

Click Learn More below for full details, cost and online booking.