This interactive and practical course will provide a structured approach to complaints handling using systems analysis. The PSIRF aligned day will also cover letter writing, communicating with patients and families and conducting interviews.
‘Broken Trust, Making Patient Safety More Than Just a Promise’ was published by the Parliamentary and Health Ombudsman Service (PHSO) in June 2023 it highlighted the adverse impact that poor quality complaint responses can have on patients and their families.
The new PSIRF emphasises the requirement for organisations to not only provide comprehensive responses to complaints but to better support complainants and to learn from the concerns that are raised. This one-day course will take delegates through a complaints handling process that will ensure more meaningful engagement with patients and their families with a focus on learning.
This course is aimed at those who manage complaints and those who investigate complaints for healthcare providers.
KEY LEARNING OBJECTIVES
Overview of a systems-based approach as it relates to complaints handling
Interface between the Duties of Candour and complaints procedure
Evidence collection and organisation
Apologies
Meeting with patients and families
Interview techniques
Systems-based analysis
Letter writing
