This masterclass, facilitated by Faisal Ahmed, Governance Specialist Trainer, provides knowledge and skills on how to manage and respond to a complaint. The masterclass focuses on how to investigate and respond to a formal complaint. Ascertaining lessons learnt and implementing actions. All staff who manage complaints should attend.
COVID – 19 has dramatically affected the way some services operate and function within Health and affiliated sectors. Service users and patients’ expectations have had to adapt in this new climate. The effect on some services has been an increased number of complaints received.
Complaints can require a significant length of time to resolve and can have both positive and negative effects on services, their staff and service users. The process for resolving complaints can be overwhelming for some staff particularly if they are not frequently received within service.
From 1st October 2019 to 31st December 2019 there were 28,474 new HCHS written complaints. Over this period 27,850 were resolved, of these 8,852 (31.8%) were upheld, 8,952 (32.1%) were partially upheld and 10,046 (36.1%) were not upheld. (www.digital.nhs.uk)
Staff should focus their attention where possible to resolve complaints locally so as not to escalate to a formal complaint. Complaints can be an opportunity to make positive change in services to the betterment of service users and staff as well.
We are now offering many of our masterclasses as virtual online courses; find out more about our other Virtual Training programmes here.