A Journey Through Complaints Using Empathy.

The National Quality Board highlighted 8 key principles when dealing with bereaved families and carers, stating that 'Providers should ensure that their staff, have the necessary skills, expertise and knowledge to engage with bereaved families and carers'.

This thought-provoking course, worth 5 CPD hours, will support you in your role and give you valuable and authentic insight and confidence to meet these key principles. Journey through and explore the emotion behind patient safety and complaints. Learn how to recognise emotional data and provide the most compassionate experience and prevent prolonged psychological harm. 100% of those attended would recommend this course

A Journey Through Complaints Using Empathy 

9th October 2018, Milton Keynes

SUITABLE FOR: All those working in and involved in complaints, serious incidents and investigations, quality and patient experience.  Train your team by making use of group discounts.

Email: carolyn@cc-et.co.uk  07541 798 949

What the NQB say, National Guidance on Learning from Deaths, 2017...."All too often the terms of the conversation people have with the NHS about a concern or complaint are set by the organisation. Organisations can often be too quick to dismiss or explain away concerns, compounding the grief of bereaved families and carers with obfuscation and a lack of openness. Paying close attention to what bereaved families and carers say can offer an invaluable source of insight to improve clinical practice.”

Previous course feedback

Cheryl Herbert, Practice Manager, Beech Tree Medical Practice "As a Practice Manager, I am expected to know how to deal with difficult conversations, I have never previously received any 'formal' training in complaints handling. The designer and facilitator of this training, Carolyn, has managed to turn a personal tragedy into something that is wonderfully beneficial for others. Her calmness when taking you through the day, makes you feel like you are receiving 'one-to-one' training as she takes you through the sequence of events, caring and listening to what each of the attendees have to say. For me, it is, without question, the very best of training days and all staff that have contact with patients and service users (in whatever capacity) should receive it. I now deal with those difficult conversations in a totally different manner to how I did before and have engaged Carolyn's services to train my entire team in house. 

Maddie Bettes, Complaints Manager, Barchester Health "I would highly recommend this course to anyone working in the Complaints sector. The information conveyed on the day was invaluable in gaining a deeper understanding of the role of empathy in dealing with complaints. It also helped elicit a desire to connect more fully with those offering feedback on the service, and really understand their story"

Beth Brand, Head of Patient Experience, NHFT "It's real - stop, think and change, kind of training day"

See feedback from 10 recent sessions

 £179 for one place / £134.25 pp for two places

Price is inclusive of lunch, supportive training material & CPD certificate of attendance.

www.empathytrainingltd.co.uk