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NAME:Community Calendar
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DTSTART:20230326T020000Z
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SUMMARY:Complaints resolution & mediation
DTSTAMP:20230613T153300Z
SEQUENCE:0
UID:1210-1-ee2a5ec9cbd1b5a75b4ec5d63ec903ec@www.pslhub.org
ORGANIZER;CN="Patient Safety Learning":noreply@pslhub.org
DESCRIPTION:\n	This course is suitable for anybody who deals with compla
	ints as part of their job role\, or anybody who may have to handle a compl
	aint. This includes dedicated complaints teams &amp\; customer support tea
	ms and managers. The programme includes a section on handling complaints 
	regarding COVID-19 - understanding the standards of care by which the NHS 
	should be judged in a pandemic. \n\n\n\n	A highly interactive and effecti
	ve workshop to improve confidence and consistency in handling complaints.\
	n\n\n\n	A simple model to facilitate effective responses will be shared an
	d delegates will have the opportunity to practise the use of our unique AE
	RO approach.\n\n\n\n	With complaint volumes increasing\, and individual co
	mplaints rising in term of conflict and emotional impact\, especially foll
	owing COVID-19\, early resolution and de-escalation are key objectives wit
	hin healthcare complaints. Mediation is a highly effective alternative dis
	pute resolution approach\, and the skills deployed by mediators provide us
	eful tools for diffusing complaint situations arising at the point of deli
	very/interaction. Developing the skills and confidence to explore perspect
	ive\, seek to understand the root and true cause of the patients concerns 
	(the complaint ‘iceberg’) and introducing resolution techniques empowe
	r teams to increase the chances of achieving a resolution with less detrim
	ental 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.\n\n\n\n	The masterclass explains how mediation wo
	rks and how techniques can be used effectively within local complaint reso
	lution to develop a person-centred process (for both patient and healthcar
	e professional). Within these key areas\, the course will explore how unco
	nscious bias plays a role in complaints and their resolution. A mediation 
	inspired approach to complaint resolution produces invaluable insight to h
	elp reduce recurring complaint situations\, develop training and developme
	nt plans and support the teams on the frontline.\n\n\n\n	Key objectives:\n
	\n\n\n	\n		Improved confidence in using mediation techniques to resolve ch
	allenging customer complaints.\n	\n	\n		Use of a methodology to improve co
	nsistency in successfully addressing challenging customer concerns.\n	\n	\
	n		Personal Action plan to take back to my role and my team.\n	\n\n\n\n	Re
	gister\n\n\n\n	hub members receive a 20% discount. Email info@pslhub.org f
	or discount code.\n\n
DTSTART;VALUE=DATE:20230724
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