This course is designed to help healthcare professionals to ensure that; in an environment of best practice and continuous improvement; issues raised by patients are responded to appropriately and in a timely manner. It highlights a complaint management process is in place and the responsibilities of healthcare professional in regard to preventing breakdowns in communication and handling conflicts.
 

• Gain an understanding of conflict resolution, including its definition and the primary reasons conflicts arise.
• Learn the meaning of assault and discover strategies for interrupting the cycle of assault by recognizing early warning signs.
• Acquire insights into different communication techniques and the ability to discern discrepancies between verbal communication and non-verbal cues.
• Explore various communication theories and understand their influence on behavior.
• Identify early indicators that may lead to conflict situations.
• Explore strategies for enhancing personal safety.
• Understand the types of support necessary following an incident and how to access this support.
• Grasp the concept of a 'complaint' and understand the importance of effective complaint management.
• Memorize key tenets of effective complaint resolution.
• Outline the process for addressing a complaint made by a service user.
• Learn how to file a complaint and comprehend the significance of 'whistleblowing' in maintaining standards.