×
This post has expired! It was posted more than 90 days ago.
<- Back

Managing feedback and complaints

  • : Online
Overview

All health care services attract complaints or negative feedback from time to time, and many staff dread having to deal with such situations. If they are handled sensitively and skillfully, however, complaints can be positive experiences that play a crucial part in informing risk-management and quality-improvement processes.

This module explains the benefits of implementing an effective system to manage complaints and encourage feedback, and how to achieve this. It also outlines a number of communication strategies staff can use to reassure complainants that their grievances have been taken seriously and will be dealt with efficiently, which can help to ensure a positive outcome for all involved

 

Learning Objective

At the end of this module participants will be able to:

  • Understand why complaints and feedback can be useful.
  • Know how to manage a complaint effectively.
  • Know how to implement an open and effective system of managing complaints and encouraging feedback.
  • Be aware of a number of communication strategies that can be used to deal with difficult situations.
Delivery
Title
Managing feedback and complaints
Speciality Classification
Location
Provider Type
Education Provider
Duration
1.5 hours
CPD Points
1.5 cpd
Price
24.00
Location
Online
Posted By
Contact Phone
Log in into view this field.
HealthcareLink