This interactive and practical course will provide a structured approach to complaints handling through the use of Root Cause Analysis.
The day will also cover letter writing, communicating with patients and families and conducting interviews.
All techniques will be tested through role-play.
- Overview of Root Cause Analysis as it relates to complaints handling
- Scoping the complaint
- Interface with the Duty of Candour and complaints procedure
- Meeting with patients and families
- Letter writing
- Interview techniques
- Time management