COURSES > SERVICE IMPROVEMENT
Developing Effective Written Responses to Complaints in Healthcare
Excel at Accurate, Compassionate and Comprehensive Correspondence
Chaired by
Sue Calthorpe
Available Dates
Date & Time
25 April, 2024
09:00 - 16:15
Venue
Virtual Using Zoom
Availability
Limited Places Available
Purchase
Overview
When you write an effective response to a complaint, your organisation can improve its reputation by rebuilding trust with patients, carers and their families, and can often help to avoid escalation to the CQC.
Our Developing Effective Written Responses to Complaints in Healthcare course gives you advanced complaint handling writing skills, so you can deal with complaints efficiently, compassionately and quickly.
Through a combination of group discussions, practical exercises and individual feedback from Communications Specialist, Sue Calthorpe, learn valuable skills and techniques to resolve complaints in a supportive environment.
Through practical exercises, leave the day with the techniques and confidence to write more effective responses to complaints.
Media & Communications Specialist
Susan works with organisations and individuals to improve their written communications skills.
She worked as a regional and national newspaper journalist before setting up a full-service communications company, now established for 30 years.
She works with public and private sector organisations to help with:
Effective emails
Report writing
Briefings and submissions
Persuasive and influential writing techniques
Promotional writing
Effective complaint handling
Communicating complex information for non-technical readers.
Her recent clients include Legal & General, HSBC, BRIT, the Law ...
Sue Calthorpe
Learning Outcomes
Effectively assess and plan your reply
Create credible correspondence moving forward
Learn from best practice how to respond to a complaint
Identify the ‘trigger point’ to ensure you answer the question
Understand what is working and what needs improvement in healthcare complaints letter writing
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified,
with signed certificates available upon request for event.
Enquire About In-House Training
To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
InHouse@moderngov.com
Agenda
09:00 - 09:30 Registration
09:30 - 10:00 Trainer's Welcome and Clarification of Learning Objectives
10:00 - 10:45 Patient Complaints: What’s Working and What Needs to Improve
What are the trends in healthcare complaints?
What experience do you need to handle complaints well?
How do other organisations handle complaints: which systems work well?
Understand the effect complaints have on staff, patients and their families
10:45 - 11:30 Best and Bad Practice
Assess a range of real-life correspondence
Identify best practice use of style, tone, vocabulary, presentation of facts, evidence and expert comment
11:30 - 11:45 Morning Break
11:45 - 13:00 Assessing and Planning Your Reply
Responding to complaints on social media
Using appropriate style and tone of voice
Understand data protection and consent issues
Know when and where it is appropriate to respond
Develop planning tools to create a suitable reply
Identify ‘trigger’ points from correspondence to provide better responses
Understand how writers want their complaint handled and what they expect from the reply
13:00 - 14:00 Lunch
14:00 - 14:45 Practical Exercise in Complaint Handling
Create a response using the four boxes grid to embed the learning from the morning session.
Practise planning a response
Use objective criteria to deliver excellent peer feedback to help colleagues with constructive critique
14:45 - 16:00 Using the Planning Grid in Real Life
In this practical session examine three real-life complaints and their responses to embed today’s lessons learnt.
16:00 - 16:15 Feedback, Evaluation and Close
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