Handling
Complaints
RCM accredited
Dates: 2nd-3rd December 2010
Venue: Pannone LLP, 123 Deansgate, Manchester, M3 2BU
CPD: Day 1: 5 points / Day 2: 4points / Days 1 & 2: 9 points
Costs: £250 per person for both days / £150 per person for
one day
*There are a number of part-funded places available on a first come first
serve basis at £175 for both days or £90 for one day.
Who should attend: Midwives, Obstetricians, Neonatologists,
Risk Managers and Clinical Negligence Lawyers.
More Information: Programme Accommodation
Online Booking and Payment (select option below):
2 Days - 2-3 December 2010
1 Day - 2 December 2010
1 Day - 3 December 2010
Introduction
No one likes complaints. Not the complainants, who are upset, angry and hurt by
the thought of complaining about someone or something, nor the recipients, who
by and large respond in the
same way. Yet complaining is both an innate human
characteristic and an important safety valve in any organised society. Moreover,
it can be one of the greatest drivers for change: in attitudes, in the way
complaints are managed and in preventing others being hurt or even physically
injured.
Well handled, complaints can actually be rewarding for complainant and
recipient, and a learning experience for both. Sometimes complaints are
relatively easily resolved, often by no more than an apology, but others are
complex and multi-factorial. Increasingly, unresolved complaints form the basis
for litigation as a means of seeking redress; in these situations an apology is
rarely obtained and often nothing good comes to either party.
This course on Handling Complaints explores and explains the causes of
complaints and how to manage them. More importantly, it offers an opportunity to
understand why people complain and why those complained about often respond so
poorly. The course is to be delivered by some of the most eminent experts in
complaints and litigation and there will be ample opportunities for discussion,
formally and informally.
At times it may be challenging but it is hard to imagine that anyone will leave
at the end of the course without being far more informed than before, and better
able to avoid, assess and manage complaints for the benefit of complainants and
complainers.
Professor Julian Woolfson OBE LLM FRCOG
Honorary Treasurer, RCOG
Comments from January 2010
“The mock trial was very illuminating and helped to clarify the court
process, evaluation of evidence and the nature of how witnesses are expected to
be examined on their record keeping and statements”
“This has been a carefully structured training event. All aspects of the
programme have prepared us for the main event of the mock trial – during which
it is clear about the importance of the detailed preparation and collection of
evidence. The inclusion of the parents in the programme was highly relevant in
reminding us of the importance and high quality safe practice in protecting the
public – thank you”
“Excellent study day – very informative. The interview of Cathy was a very
professional and sensitive interview, many lessons will have been learnt
regarding clinical practice, thank you Cathy”
“This is probably the best put together and quality of speakers and
presentations I have ever attended.”
“Excellent course – it's not just about managing complaints but about reducing
them and risk management in general”
“The day has been excellent. The fact that the speakers had half hour slots
meant that it was always interesting. It was also interesting having speakers
from organisations that I am familiar with but they put a personal slant on the
job that the do within the organisation – I am looking forward to tomorrow!”