Complaints are a vital form of consumer feedback. Complaints can be a catalyst for quality improvement and better health-care outcomes. But a badly handled complaint can quickly turn a reasonable complainant into a hurt, damaged and angry former consumer. Learning how to successfully manage and capture complaints and utilise this information, is essential to improving your health service.
This seminar is for quality managers, practice managers, individual practitioners and anyone else who deals with complaints in Victorian health services.
Senior complaint resolution staff from the Health Complaints Commissioner will lead the presentation and take participants through relevant scenarios, group tasks and a Q&A to prepare attendees on how to successfully handle complaints.