Recent years have seen a seismic shift in patient expectations and how consumers across society express their concerns, and this is a highly interactive and effective workshop, to improve confidence and consistency in handling vexatious complaints.
With multi-faceted challenges across healthcare, team can feel that patient behaviours have become more challenging. During this masterclass, delegates will explore the current reality, consider our perceptions of the patient/healthcare provider interaction and then develop confidence and strategies & practical tips through case studies to ensure our skills and approach to communication can be further honed, developed or adapted.
This session will explore in person, on the phone or online, reactions and behaviours which are unexpected and then go on to develop strategies to manage and diffuse those situations. This session will look at triggers and anticipating reactions to reduce escalation and importantly also how to manage situations to achieve a constructive outcome, whilst looking after ourselves and our teams
This course is suitable for anybody who deals with complaints as part of their job role, or anybody who may have to handle a complaint. This includes dedicated complaints teams & customer support teams and managers
During this course you will
Develop effective models/methodologies to support the resolution of where unreasonable behaviour is present
Upskill delegates to be increasingly confident in managing unreasonable behaviour in complaints effectively
Understand how conflict management and mediation can be part of the complaint’s resolution toolkit
Reduce the impact of dealing with complaints from an individual and organizational perspective.
