Effective Management Of Complaints

Training Course • MedPro

About the CPD course

1. Introduction to complaints management: Why do patients make complaints. Customer service; Committing to Quality Service and Patient Satisfaction. What do patients expect - managing expectations. 2. Case scenario/Role play- holding a difficult meeting that cannot be resolved and leads to a formal complaint. Discussion: Feedback from the scenario. Barriers to open and honest discussions. Responding to verbal complaints. What does a good meeting look like? Key phrases to use. Benefits from an effective management of a complaint. 3.How to respond effectively to a complaint- Introduction to the ASSIST model. How to provide effective responses. Writing a report summary.

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MedPro

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MedPro

At MedPro, we are committed to providing world-leading liability insurance products and services to the healthcare industry. We are the national leader in customised insurance, claims and patient safety & risk solutions for physicians, surgeons, dentists and other healthcare professionals, as well as hospitals, senior care and other healthcare facilities.