This course has now taken place.

Responsive, patient-centred care requires all healthcare professionals to be prepared to listen, learn and respond to complaints whenever they arise.

Handling verbal complaints effectively – in everyday service and during Local Resolution Meetings (LRM) – is crucial in avoiding escalation, enhancing patient trust and improving service delivery.

Experienced Clinical Investigations and Complaints Handling Consultant, Cathe Gaskell, will lead workshops on best practices for LRM preparation and give delegates the communication and mediation skills, and confidence to facilitate these difficult and emotional conversations.

Delegates will also learn about reaching national standards in real time responses to patient complaints, hearing from the Head of Complaints Policy at the Department of Health.