Learning from Complaints course for Nurses



This session considers leadership methods for the handling of complaints arising from healthcare. It looks at why these complaints are made, how they are dealt with and how they can be used to improve practice. This session also supports the development of leadership in clinical settings.
Learning Objectives
By the end of this session you will be able to:
- Describe types and sources of complaints
- Describe common reasons for complaints being made
- Explain how information from complaints can be used to improve services and individual performance
- Identify and critique local processes for handling and managing complaints
- Identify any areas for future personal development arising from the module
- Demonstrate your contribution to leadership by identifying ways the service can constructively use complaints
Before commencing this session you should complete these sessions in the Introductory Module:
- Introduction to Leadership and LeAD
- Introduction to Medical/Clinical Leadership Competency Framework
Ricky Trained at Leicester University and post graduate training within the east midlands deanary. He is currently undertaking a Masters in Medical Education at Nottingham University.


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