This short online programme is aimed towards the most relevant to senior nurse managers within the acute or residential healthcare settings to provide them with the key skills of communication tools to minimize the negative impact complaints can have in their workplace. Therefore, effective management of complaints is central to improve services and prioritise an open, honest and transparent health service.
To ensure that all participants are aware of the underlying principles for effective management of complaints and comments about care and/or services from patients/clients and/or their representatives.
To ensure that all participants are aware of the procedures to be followed for effective management of complaints and comments from patients/clients and/or their representatives.
To ensure that complaints and comments are used to inform quality improvement and risk management processes within any healthcare setting.
Note: On completion of this course a certificate of attendance in a digital form and will be sent by email to each participant. Please note places are limited and must be booked in advance; you need a reliable computer and internet access and please ensure a correct email is provided when registering.