Overview:
Aim:
To assist all staff in maintaining a professional approach in successfully dealing
with a range of complaints from service users, their families and other parties.
This course will involve some group working in a workshop situation. It is
designed mainly for owners, managers and senior staff but will be of value
to anyone who comes into contact with members of the public and service users.
Aims & Objectives:
Course Objectives:
- Understanding the legislation and regulatory requirements
- Projecting a professional image, displaying genuine concern for the issue presented
- Displaying summarising skills
- Maintain the required timescales (or better them)
- Knowing who to involve, and when
- Developing recovery strategies to turn a complaint into a win-win situation
