Confident and Effective Management of Unreasonable Behaviour and Vexatious Complaints

Recent years have seen a seismic shift in patient expectations and how consumers across society express their concerns, and this is a highly interactive and effective workshop, to improve confidence and consistency in handling vexatious complaints.

With multi-faceted challenges across healthcare, team can feel that patient behaviours have become more challenging. During this masterclass, delegates will explore the current reality, consider our perceptions of the patient/healthcare provider interaction and then develop confidence and strategies & practical tips through case studies to ensure our skills and approach to communication can be further honed, developed or adapted.

This session will explore in person, on the phone or online, reactions and behaviours which are unexpected and then go on to develop strategies to manage and diffuse those situations. This session will look at triggers and anticipating reactions to reduce escalation and importantly also how to manage situations to achieve a constructive outcome, whilst looking after ourselves and our teams.

This course is suitable for anybody who deals with complaints as part of their job role, or anybody who may have to handle a complaint. This includes dedicated complaints teams & customer support teams and managers.

You may also like the following events from Healthcare Conferences UK Ltd:

• Next month, 1st September, 09:00 am, Masterclass: Safeguarding Children NHS Level 4 in Chertsey
• Next month, 9th September, 09:00 am, Structured Judgement Reviews in Chertsey
• Next month, 10th September, 09:00 am, Navigating Menopause at Work in Chertsey

Also check out other Workshops in Combined Locks.