Promoting Quality & Handling Complaints

Wednesday 18th September at James Medical Centre
This is an afternoon event

Times: 13:00 – 16:00

12:45 – 13:00 coffee and registration 13:00 – 16:00 workshop

Speakers:

Ms Heather Cook

Course Objectives:

By the end of this half day workshop delegates will understand the NHS complaints procedure and be able to identify the key responsibilities and actions required at each stage. Delegates will also be able to handle complaints in primary care effectively using this procedure.

This workshop will also focus on the need for a quality approach and quality standard. Delegates will be able to identify the needs of patients and service users and design and implement quality standards to meet these.

Course Content:

• The importance of complaints to the NHS and primary care
• Using complaints positively
• The national complaint handling guidance
• The framework for implementation in primary care settings
• Key roles and responsibilities in the framework
• Effective complaint handling – practical examples
• The importance of quality to primary health care
• Identifying the needs of service users
• Your Practice Charter
• Using quality standards
• Action planning to improve quality

Location details

James Fisher Medical Centre,

4 Tolpuddle Gardens,

Moordown,

Bournemouth,

BH9 3LQ

Main contact

Name: Giselle Thornton

Email: Giselle.thornton@wessexlmcs.org.uk

Phone: 023 8025 3874

If you have any communication or mobility needs that the event organisers need to be aware of please contact them in advance of the course to let them know.

For further information and to book your place please click here.