managing complaints and promoting quality

To enable delegates to operate the current NHS handling procedures whilst improving the quality of service provision in Practice care. This workshop shows how setting and implementing standards provides monitoring and evaluation systems.

• The importance of complaints
• Using complaints positively
• Handling NHS complaints
• Key roles and responsibilities
• Effective complaint handling
• Quality in Practice care
• Identify needs of service users
• Charters and quality standards
• Designing and implementing standards
• Monitoring and evaluation systems
• Action planning to improve quality