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DTSTART:20240331T020000Z
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SUMMARY:Complaints\, resolution & mediation
DTSTAMP:20240112T160723Z
SEQUENCE:0
UID:1404-1-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 and customer support teams 
	and managers. \n\n\n\n	A highly interactive and effective workshop to imp
	rove confidence and consistency in handling complaints\, we will demonstra
	te a simple model to facilitate effective responses\, and delegates will h
	ave the opportunity to practise the use of our unique AERO approach.\n\n\n
	\n	With complaint volumes increasing\, and individual complaints rising in
	 term of conflict and emotional impact\, early resolution and de-escalatio
	n are key objectives within healthcare complaints. Mediation is a highly e
	ffective alternative dispute resolution approach\, and the skills deployed
	 by mediators provide useful tools for diffusing complaint situations aris
	ing at the point of delivery/interaction. Developing the skills and confid
	ence to explore perspective\, seek to understand the root and true cause o
	f the patients concerns (the complaint ‘iceberg’) and introducing reso
	lution techniques empower teams to increase the chances of achieving a res
	olution with less detrimental impact on their own and the healthcare tea
	m’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 works and how techniques can be used effectively w
	ithin local complaint resolution to develop a person-centred process (for 
	both patient and healthcare professional). Within these key areas\, the co
	urse will explore how unconscious bias plays a role in complaints and thei
	r resolution. A mediation inspired approach to complaint resolution produc
	es invaluable insight to help reduce recurring complaint situations\, deve
	lop training and development 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 challenging customer complaints.\n	\n	\n		Use of a 
	methodology to improve consistency in successfully addressing challenging 
	customer concerns.\n	\n	\n		Personal Action plan to take back to my role a
	nd my team.\n	\n\n\n\n	Register\n\n\n\n	hub members receive a 20% discoun
	t. Email info@pslhub.org for the discount code.\n\n
DTSTART;VALUE=DATE:20240213
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