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 and customer support teams and managers.
A highly interactive and effective workshop to improve confidence and consistency in handling complaints.
The masterclass explains how mediation works and how techniques can be used effectively within local complaint resolution to develop a person-centred process (for both patient and healthcare professional). Within these key areas, the course will explore how unconscious bias plays a role in complaints and their resolution. A mediation inspired approach to complaint resolution produces invaluable insight to help reduce recurring complaint situations, develop training and development plans and support the teams on the frontline.