This event will focus on practical insights for improving the management of concerns and the effective use of apologies without admitting guilt. Join us for a highly interactive and engaging workshop designed to boost your confidence and consistency when handling challenging complaints. How can we learn from complaints to prevent harm and enhance services? Additionally, how is AI influencing complainants? How can we learn from complaints to prevent harm and enhance our services? This event will focus on sharing practical insights and improving the management of concerns.
The interactive workshop session will explore:
Escalation
Why complaints escalate;
How to identify why complaints in your organisation escalate;
Strategies to manage escalation which support the complainant, the complaint manager, and the team delivering care.
Impact of AI
How is AI impacting how patients/consumers approach complaint situations;
How is AI impacting how organisations manage and resolve complaints;
Can AI help maintain culture and values in feedback and complaint.
Looking ahead
Using case studies, explore, identify and develop strategies and plans to more effectively manage and resolve escalated complaints, and within this considering how AI can support human interactions and effectiveness;
How can we best utilise complaint data and patient insights to strengthen improvements.
The session incorporates real life examples with research and current studies to bring together theories, strategies and shared effective practical experience.
This masterclass is designed for Senior Complaints Personnel & Teams
