Handling Complaints

Dates: 14th & 15th January 2010

Venue: Pannone LLP, 123 Deansgate, Manchester, M3 2BU

CPD: Day 1: 5 points / Day 2: 4points / Days 1 & 2: 9 points

PROGRAMME UPDATE

The Mock Trial on day two will now take place at The Crown Court, Crown Square, Manchester. With Raymund Machell QC – Presiding Judge, Chris Melton QC from Byrom Street Chambers and witnesses from Pannone LLP.

This is a rare opportunity to experience an event of this type taking place inside a real courtroom.

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

Who should attend?

• Midwives
• Obstetricians
• Neonatologists
• Risk Managers
• Clinical Negligence lawyers

Feedback

1. Has this conference been relevant to your learning objectives for the day?
	No relevance	Little Relevance	Very Relevant	Highly Relevant
			4	21

2. How do you rate the overall quality of the education offered by this day?
	Poor	Satisfactory	Very Good	Excellent
			3	22

3. Will the day effectively influence your practice?
Ineffective	Partly Effective	Quite Effective	Defintely Effective	Very Effective
		4	7	12

Day 1
	Poor	Good	Very Good	Excellent
Registration		6	14	12
Structure of programme		1	14	19
Speakers		2	12	20
Catering		7	16	9
Event overall			13	18


Day 2
	Poor	Good	Very Good	Excellent
Registration		4	11	8
Structure of programme		1	8	14
Speakers		3	7	15
Mock Clinical Negligence Trial		1	1	12
Catering		6	9	6
Event overall			7	14

Comments

“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!”