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13 February 2024
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, we will demonstrate a simple model to facilitate effective responses, and delegates will have the opportunity to practise the use of our unique AERO approach.
With complaint volumes increasing, and individual complaints rising in term of conflict and emotional impact, early resolution and de-escalation are key objectives within healthcare complaints. Mediation is a highly effective alternative dispute resolution approach, and the skills deployed by mediators provide useful tools for diffusing complaint situations arising at the point of delivery/interaction. Developing the skills and confidence to explore perspective, seek to understand the root and true cause of the patients concerns (the complaint ‘iceberg’) and introducing resolution techniques empower teams to increase the chances of achieving a resolution with less detrimental impact on their own and the healthcare team’s wellbeing. Mediation techniques also produce a clearer understanding of the complaint and why the situation escalated.
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.
Key objectives
Improved confidence in using mediation techniques to resolve challenging customer complaints. Use of a methodology to improve consistency in successfully addressing challenging customer concerns. Personal Action plan to take back to my role and my team. Register
hub members receive a 20% discount. Email [email protected] for the discount code.
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17
:00
13 February 2024 17:00 18:30
Professor Sir Chris Whitty will deliver a live-streamed lecture on health inequalities to launch Talk 200, the University's bicentenary lecture and podcast series.
‘Health inequalities past, present and future’ will consider the main drivers of inequalities and disparities in health, how these have changed over time and why addressing them remains a major public health priority.
As a society we face the hard truth that the more socio-economically disadvantaged someone is, the higher their risk of poor health. The world’s greatest killer is not any one individual disease, but the unequal way in which people are born, grow, live, work and age.
In Greater Manchester, our unique health and social care ecosystem means we can rapidly drive innovation and translate breakthroughs into real-world solutions – which can be scaled-up and replicated across the globe.
Professor Whitty is Chief Medical Officer for England, the UK government’s Chief Medical Adviser, and head of the public health profession. His lecture is the first in our Talk 200 series: a mix of in-person and live-streamed lectures and recorded podcast episodes to be released throughout 2024, our bicentenary year.
This event will also include a panel discussion and Q&A, with those joining online able to submit questions using Slido and the code Talk200ChrisWhitty (page not active until 13 February).
Watch the lecture live
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