Figures from NHS Digital show that there were 198,739 written complaints from 2015 – 2016. This is the equivalent to 3,822 written complaints a week or 544 complaints per day.
Successive reviews have highlighted that complaint handlers can lack the necessary skills to deal with the range of issues which arise most frequently. The Care Quality Commission has also placed significant emphasis on evidencing comprehensive complaints handling procedures. In order to competently deal with complaints, NHS staff must be able to write an effective letter response.
This Effective Responses to Complaints in Healthcare course, led by communications specialist Sue Calthorpe, will focus on discussing and delivering effective complaints letter writing skills, through a combination of expert tutor input, group discussion and practical, supported exercises.
Delegates will leave the day with the techniques and the confidence to respond effectively and efficiently to complaints through letters. Participants will also receive a course handbook for use as a reference tool in the workplace.