Responding and Resolving Complaints: A guide to effective investigation

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Overview

This half-day online course is the final programme in our Resilience and Resolution Series and can be taken as a standalong course, or as a follow-up to our 'Criticism, Concerns and Complaints', 'The Power of Apology', and Managing Challenging Behaviour courses.

Course aims:

This short course aims to support healthcare professionals to proactively investigate and respond effectively to complaints.

The course will be limited in numbers to encourage engagement and participation and will include discussion in plenary and in break-out rooms. Drawing on work from the Scottish Public Services Ombudsman, the course will include video and case study analysis and interaction using Jamboard and online chat functions. Delegates will also have longer term access to a resources page of useful materials on our Education Portal.

By the end of the course you will:

Understand how to undertake an investigation
Recognise the common challenges and barriers to resolution
Interpret data and use a structured approach to communicate your findings
Discuss how feedback and complaints can impact on learning and improvement

Using a structured approach, we will explore the steps needed for effective investigation of complaints including:

Agreeing the complaint
Gathering the data
Analysing the evidence
Communicating the decision
Learning and Improvement

Audience:

This short course is suitable for all healthcare professionals involved in responding to complaints. Managers or leaders who carry out investigations will find the course useful in providing support and a number of resources, tools and tips for use within their settings.

Event delivery:

Please note that this event will be run online using Zoom, please ensure that you are able to access Zoom and have a stable internet connection in the location your intend to participate from before booking for this event. Participants will also have access to a series of resources on our Education Portal to support this course. We will also use the interactive flipchart and post-its - Google Jamboard. For this reason we recommend that you use a PC or laptop during the course as it is not as easy to use both platforms at the same time on a smartphone or tablet.

Course Director

Dr Dorothy Armstrong, Director of DA Professional, Lead Adviser to Scotland's Ombudsman and Honorary Fellow University of Edinburgh

Kerry Flinn, Former Investigator and Trainer for Scottish Public Services Ombudsman (SPSO) and member of the RCPE Lay Committee

Please note: due to the nature of the course and the interactive elements, this course will not be recorded or made available on-demand.

Programme

Thursday 24 March 2022

09:30	Welcome and Introductions
09:45	Session1: Decision Making in Complaints Using a structured approach to investigating and responding to complaints
10:00	Session 2: Agreeing the complaint Steps for early resolution and the power of the apology
10:30	Session 3: Gathering the evidence Examining the facts and types of evidence
11:00	Break
11:15	Session 4: Analysing the evidence What happened? What should have happened? and Biases
11:45	Session 5: Communicating the Decision Words create worlds - reframing language, and tips for good communication
12:15	Session 6: Learning into practice Case scenarios and learning and improvement from complaints
13:00	Thanks and Close

Fees

**Registration fees**
	Fee
Standard fee	£109
RCPE Fellow	£79
RCPE Collegiate / Associate / Foundation Member	£79
Nurse / AHP / Pharmacist / Postgraduate student	£59

Invoices

If you wish us to invoice an employer/organisation, please contact the Event Coordinator. Manual booking will be required as payment via invoice is not available for online booking.

Cancellation policy

If you have to cancel your place within seven days of this event, we are unable to provide a refund. However, you may nominate someone else to take your place at the discretion of the organisers.

Further Information

This event is open to health care professionals. If you are unsure about eligibility, or the correct fee category, please contact the RCPE member of staff responsible for the event (see Fees page).

All relevant events are approved for Continuing Professional Development (CPD). A certificate of attendance with CPD information will be issued electronically to individual delegates via email. Please note - certificates can only be issued to delegates who have attended and who's completed feedback forms have been received.

Please note that on occasion event programmes may be subject to change due to unforeseen circumstances.

Venue:

The Royal College of Physician's of Edinburgh, Online, EH2 1JQ

Credits

Activity Code

139070

Event Coordinator

Kate Hollier

Telephone

+ 44 (0)131 247 3607

Email

k.hollier@rcpe.ac.uk