Michael Hughes
Healthcare Training
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Courses (in-house)
Complaint Handling
Complaint Handling
Three hours
Introduction / Refresher
All levels and disciplines of staff
To enable staff of all levels and disciplines respond to complaints promptly and effectively.
Up to 15 students
- Why people complain
- Consequences of poor complaint
handling
- Advantages of good complaint
handling
- Key steps in dealing with complaints
- Importance of a calm approach
- Listening and questioning skills
- Recording complaints
- Knowledge test
Lecture, group discussion and practical
exercises.
Students are assessed on the basis of
their performance of the exercises and
in the summative test at the end.
- Care Standards Act regulations
- Skills for Care Induction Standards
- National Vocational Qualifications
- Attendance forms
- Course notes / handouts
- Knowledge tests
- Training records
- Feedback forms
- Certificates of Achievement
Dependent on your training needs.
Call 020 8883 5244 for a quote!
Three hours
Introduction / Refresher
All levels and disciplines of staff
To enable staff of all levels and disciplines respond to complaints promptly and effectively.
Up to 15 students
- Why people complain
- Consequences of poor complaint
handling
- Advantages of good complaint
handling
- Key steps in dealing with complaints
- Importance of a calm approach
- Listening and questioning skills
- Recording complaints
- Knowledge test
Lecture, group discussion and practical
exercises.
Students are assessed on the basis of
their performance of the exercises and
in the summative test at the end.
- Care Standards Act regulations
- Skills for Care Induction Standards
- National Vocational Qualifications
- Attendance forms
- Course notes / handouts
- Knowledge tests
- Training records
- Feedback forms
- Certificates of Achievement
Dependent on your training needs.
Call 020 8883 5244 for a quote!
Course title:
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"She pointed down the corridor and said 'Talk to the manager'. Then she turned her back on me and walked off. I was so angry!"
This three-hour course helps staff of all levels and disciplines respond to complaints promptly and effectively.
This three-hour course helps staff of all levels and disciplines respond to complaints promptly and effectively.
Class size:
Content:
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Assessment:
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Call Michael today on 020 8883 5244
or email info@michaelhughestraining.com
or email info@michaelhughestraining.com
© Michael Hughes 2008
Better
training,
better
staff!
training,
better
staff!
Michael Hughes MSc BSc(Hons) RN DipN ENB 998 ENB 978 Cert HPM FRSH FIHPE
Healthcare Training 75 Fortis Green Road, London N10 3HP Tel/Fax: 020 8883 5244
Healthcare Training 75 Fortis Green Road, London N10 3HP Tel/Fax: 020 8883 5244
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This course description is not a contract and content may change due to changes in practice.
