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.
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 provokingBirmingham Community Healthcare NHS Trust
Very worthwhileThe States of Guernsey
Excellent course material, lots of things to take back to our trustBlack Country Partnership NHS Foundation Trust
All professionals working in the NHS should learn the skills to manage complaintsBirmingham Community Healthcare NHS Trust
Very helpful and useful. Great to learn lots and share experiences that are real. Good to network tooDudley and Walsall Mental Health Partnership NHS Trust
Very relevant to my role, very engaging and interactiveBirmingham Dental Hospital
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
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.
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 (which carries no charge) or a credit card (2.7% charge).
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.
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 firstname.lastname@example.org or telephone 01732 897788.