The Office for National Statistics reported that the NHS received a total of 208,626 reported written complaints in 2017-18 – a rise of 4.9% from the previous year. That stands at 572 complaints per day, a figure that has been steadily increasing over recent years.

With people more likely than ever to send a written complaint within healthcare, the Care Quality Commission (CQC) continues to place a significant emphasis on evidencing comprehensive complaints handling procedures. To competently deal with complaints in healthcare, you and your staff must be able to handle these complaints and know how to write an effective response to each of them.

By writing more effective responses to complaints, your organisation will improve its reputation; rebuild trust with patients, carers and their families, and avoid escalation of complaints to the Ombudsman.

This Developing Effective Written Responses to Complaints in Healthcare course, led by communications specialist Sue Calthorpe, focuses on discussing and delivering effective complaints letter writing skills, through a combination of expert tutor input, group discussion and practical, supported exercises.

Leave the day with the techniques and the confidence to write more effective responses to complaints, as well as a comprehensive booklet which will provide reference for your return to work.

About the Chair: Sue Calthorpe
Sue is an experienced communications professional who trains a number of high-profile organisations to enhance their communication, through writing in a more business critical way to writing more effective reports.

Sue works with a wide number of public and private sector organisations to help improve writing skills and wider communications, with a range of training including production of communications strategies, face-to-face briefing, communicating complex information, presentation, media handling and key messaging and a variety of advanced writing and verbal presentation techniques. Find out more.


09:15 - 09:45

Registration

09:45 - 10:00

Chair’s Welcome and Clarification of Learning Objectives

10:00 - 10:45

Patient Complaints: What is Working – and What Needs to Improve

  • What are the trends in healthcare complaints?
  • How do other organisations handle complaints: which systems work well?
  • What experience do you need to handle complaints well?
  • Understand the effect complaints have on both 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 - 12:45

Assessing and Planning Your Reply

  • Understand how writers want their complaint handled and what they expect from the reply
  • Develop planning tools to create a suitable reply
  • Responding to complaints on social media
    • Know when and where it is appropriate to respond
    • Understand data protection and consent issues
    • Using appropriate style and tone of voice
  • Identify ‘trigger’ points from correspondence to provide better responses
12:45 - 13:45

Lunch

13:45 - 14.45

Practical Exercise in Complaint Handling

Create a response using the four box 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, delegates will examine three real life complaints and their responses to embed today’s lessons learnt.

16:00 - 16:15

Feedback, Evaluation & Close

Sue Calthorpe

Media & Communications Specialist

Susan is an experienced communications professional who trains a number of high-profile organisations to enhance their communication, through writing in a more business critical way to writing more effective reports.

Central London

Q: Can I make a provisional booking?

A: Unfortunately, we do not accept provisional bookings. Registrations are subject to our terms and conditions. View terms and conditions here

Q: Can I book without a purchase order number?

A: Yes. Simply email [email protected] after you have booked the course, with your Purchase Order Number. Please quote your order number and the course you are booked onto.

Q: Is lunch included?

A: Yes, a two-course hot buffet is served at lunch. Tea and coffee are served throughout the day.

Q: I have special dietary requirements, how can I request this?

A: Special dietary requirements can be catered for, please ensure you include this in the further information box when registering your place. If you have forgotten to add this, you can also send your requirements to [email protected] or call 0800 542 9440. Please let us know as soon as possible so we can ensure your needs are met.

Q: I have just registered for the course, when will I receive the joining instructions?

A: You will receive the joining instructions and reminders, 2 weeks, 1 week and 3 days before the course date. Please check your spam box to see whether the joining instructions were sent there, if not please call 0800 542 9440 so we can have these sent to you immediately.

Q: Will there be WI-FI?

A: Yes, all our venues have the latest technology, offer full audio visual support and WI-FI.

Q: I can no longer attend the course, can a colleague attend in my place?

A: Substitutions may be made at any time but must be made no later than 48 hours prior to the event. Please call 0800 542 9440 or email [email protected] with the replacement's details.

Q: What is your cancellation policy?

A: Cancellations must be received in writing 30 working days before the date of the event and will be subject to a £195+VAT administration fee. Cancellations received after this time will be subject to the full delegate fee.

Q: Why haven’t I received the speaker’s presentation?

A: Speakers presentations are sent a week after the event date. Please contact a member of the UMG team on 0800 542 9440 or [email protected] if it has been more than a week.

Q: Can’t find what you are looking for?

A: Why not contact a member of the UMG team on 0800 542 9440 or email [email protected]