This full-day in-person 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 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-outs. Drawing on work from the Scottish Public Services Ombudsman, the course will include video and case study analysis and interaction using small group and plenary discussion. 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 in-person in the College and there will be a mix of presentations, group discussion and breakout sessions throughout the day. Lunch is included. Participants will also have access to a series of resources on our Education Portal to support this course.
Course Director
Dr Dorothy Armstrong, Director of DA Professional, Lead Adviser to Scotland's Ombudsman and Honorary Fellow University of Edinburgh
Please note: due to the nature of the course and the interactive elements, this course will not be recorded or made available on-demand.
