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Resolving Private Healthcare Complaints Compassionately and Effectively

Fri, 14 Jun 2024

Hallam Conference Centre, London

This masterclass is a highly interactive and effective workshop to help improve your confidence in handling complaints. A simple model to facilitate effective responses will be shared and you will have the opportunity to practice the use of our unique AERO approach.

During this course, you will develop the skills and confidence to explore perspective, seek to understand the root and true cause of the patients’ concerns (the complaint ‘iceberg’). Using case studies and peer group discussion, the session will introduce resolution techniques to empower teams to increase the chances of achieving a resolution with less detrimental impact on their own and the healthcare team’s wellbeing. Underpinning the learning is real complaint insight from the private healthcare sector, and experience in using mediation techniques to achieve a clearer understanding of the complaint, why the situation escalated and seek resolution.

This course will also incorporate insights on private healthcare complaints and the influence of insurance and payment terms.

Key Objectives

  • Use insights from emotive clinical complaints to develop effective models to address patient concerns

  • Use simple AERO model & Mehrabian’s Law to enable patient facing colleagues to be more confident in addressing unhappy customers

  • Start to use complaint insights to upstream and pro actively improve patient experience

Who should attend

  • Private secondary care – Independent hospitals and clinics:

  • Frontline staff whose role includes de-escalation and early resolution

  • Those in a team leader role who are responsible for managing and resolving complaints at a local level

  • Managers who are recently responsible to managing complaint processes and resolving complaints

Facilitated by:

Mr Richard Edwards

Nockolds Resolution

Ms Jennie Jones

Head of Complaint Resolution Services
Nockolds Resolution

Getting to the Venue


Hallam Conference Centre, Cavendish Venues, 44 Hallam St, London W1W 6JJ

By rail

Marylebone, Euston and Kings Cross St Pancras Stations are all within 10 minutes taxi rides or alternatively 15 minutes by Underground. Paddington Station (which has a direct link to Heathrow every 15 minutes) is 20 minutes walk or 10 minutes in a taxi.

By road

There is on-street parking nearby, see: Parking in Westminster for more information. The nearest NCP car park is at 6-7 Weymouth Mews. Please note that this venue is within the Congestion Charge zone.

Venue Map

Fee Options

NHS, Schools, Care and Public Sector



Voluntary sector & charities



Commercial organisations



(Prices in brackets include VAT)


Additional delegate discount:

A discount of 15% will be applied to fees for any extra delegates.

Online discount:

A discount of 10% will be applied if you pay using the website.

Also of Interest

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