South West PCA Educational Session: What to do when things go wrong – dealing with complaints

The Primary Care Academy (South West) would like to invite you to attend “What to do when things go wrong – dealing with complaints” educational session which will be held on:

Wednesday 9^th October 2024

0930-1230

Things don’t always go smoothly in primary care, and occasionally there are adverse outcomes that we and our patients encounter. This workshop will look at the most constructive ways that we can reflect on and learn from complaints and other significant events, and promote a no blame culture within the organisations we work in.

We will look at the NHS complaints procedure and discuss how to respond to and manage a complaint most effectively, using a case-based approach to try to understand why patients complain and to highlight best practice.

Using a case-based approach, this session will help colleagues deal with complaints, including the practical and regulatory aspects, as well as the human side in coping when “that” dreaded letter / email arrives.

We will discuss how we can try to ensure we work collaboratively with patients who complain, and how we can learn from complaints as constructively as possible.

Please note the booking form will close when capacity has been reached.

Please be aware there will be a £35.00 charge for non-attendance without prior notification.

Questions about the event or the Primary Care Academy should be sent to: England.PrimaryCareAcademy.sw@nhs.net