The LMC would like to invite members of practice staff working within the LLR ICB/LMC to attend a free 3-hour GP Complaints Handling workshop.
The workshop has been developed to support you and your practice team in managing complaints and improving the service provided to patients. It will encompass a presentation as well as numerous opportunities for group discussions and questions.
The workshop will cover:
- the complaints regulations (to ensure you are meeting the requirements of the legislation)
- an understanding of the complaints landscape and what different organisations may require from you (such as GMC, CQC, PHSO)
- an understanding of what good looks like in complaints handling – do it once and do it well to make the best use of your time in complaints handling
- the art of the apology
- the role of the commissioner
The workshop will be facilitated by Lee Bennett, Strategic Complaints Lead at NHS England (National) and Cathie Cunnington. Senior Quality Manager for Experience of Care, Complaints and Independent Investigations at NHS England (Midlands). Lee and Cathie have a wealth of experience in supporting primary care teams to manage and respond to complaints with valuable insight into why complaints are raised and how they can be effectively handled with more than 40 years of experience between them.
By the end of the workshop delegates will have an understanding of professional complaints handling and should feel more confident in their skills and abilities.
The date, time and location of the training is as follows:
- Date: 11 August 2026, 13.00 – 16.00 (1pm to 4pm)
- Location : Leicester Marriott, Grove Park, LE19 1SW
- Session is aimed at senior responsible person, PM and anyone else leading on complaints
Some positive feedback from previous sessions:
“As the complaints manager in my Practice I found it all completely useful and relevant. There was so much that I took away to put into place in my own complaints policy.”
“Both trainers managed to create a positive and meaningful session from content that can be dry and, at times, incendiary. There were several practical tips that I will be implementing.”
“I found the training to be of extreme value. I now have a much better understanding of the complaints procedure and how I would handle a complaint. I thought the delivery was excellent and the trainers had an excellent of the subject and were excellent at their delivery of the content.”