Due to popular demand we are pleased to confirm that the LMC will be hosting another Complaints Training session on Tuesday 5th November 2024, 1.00 – 4.00pm at The Hilton Leicester, Junction 21 approach, Leicester, LE19 1WQ.
The session will be delivered by Lee Bennett – NHSE Strategic Complaints Lead along with Cathie Cunnington, NHSE Complaints/Carers/Patient Experience Senior Manager. We are also seeking attendance from our ICB colleagues to seek their input as they now have delegated responsibility for managing complaints.
The face-to-face sessions aims to be interactive and informative for our members when dealing with complaints in General Practice. We have a capacity of 50 for this event and it will be a first come first served basis.
The session will cover the following:
- Getting the basics right – understanding the requirements under the 2009 Complaints Regulations
- Do it once, do it well – getting it right from the beginning to ensure compliance and less time spent dealing with regulators
- Understanding the roles of different organisations – including the General Medical Council and Parliamentary and Health Service Ombudsman
- The art of the apology – why saying sorry the right way matters
- How to impress CQC – including the new assessment approach
- Changes in the commissioning landscape and what this means for complaints handling
- Customer service and reputation – does it matter and what does it mean for complaints handling
- Going from good to great – tips throughout the session if you want to be the best complaints handler
The details are below:
- Tuesday 5th November 2024
- 1.00 – 4.00pm (please note light lunch will be available at the beginning of the session)
- The Hilton Leicester, Junction 21 approach, Leicester, LE19 1WQ
- To register, email enquiries@llrlmc.co.uk