Managing Complaints and Clinical Accountability Healthcare Training Course

Who Would Benefit

All healthcare professionals who have not received formal training in the subject or who are in need of a refresher.

Course Description

At the heart of the NHS, strategy is service improvement and patient satisfaction. At its’ core lies the principles of clinical governance.

This workshop studies the key element of complaints, which organisations must deal with in a timely and fair manner for the public, and what the NHS constitution says are the rights of the individual. This links directly to clinical governance, as does the responsibility and accountability of doctors to ensure they treat this with respect and due diligence.

A practical, hands-on approach is used to help doctors highlight their own responsibilities within the complaints procedures (and what they should expect also) and also a reminder of their direct accountability for actions they take in maintaining the Organisations’ key strategies.

CPD Points: 6
Training Course Category: Healthcare
Recommended No. of Days: 1
Training Course Location: To be determined by Client

Learning Outcomes

By the end of this workshop, delegates will be able to:

List three elements of the NHS constitution
Describe the process of how complaints should be dealt with
Understand and list 4 communication requirements that must be maintained with the complainant
Describe the 7 part process for reflection to improve the local health service
Name and describe the 6 principles of Clinical Governance
Define Clinical Accountability
List 2 framework standards within the NHS
Give three examples of how you would evaluate someone’s performance
Describe 3 ways why an effective appraisal system helps clinical accountability

The Programme Includes:

Module 1: The rights of the patient:

The NHS Constitution
- How a complaint is dealt with
- Complaint investigation
- Parliamentary and Health Service Ombudsman
- Judicial Reviews

Module 2: Dealing with Complaints: What the patient and doctor should expect

The Local Authority Social Services and NHS Complaints ( England ) regulations 2009
Knowledge of requirements
Initial contact and communications
Exploring what happened and research
Fit for purpose response
Local processes for complaints

Module 3: Complaints as a driver for Service & Clinical Improvement:

Reflection processes
Clinical Audit

Bridge from Complaints to Clinical Accountability: Clinical Governance-a reminder

Module 4: Clinical Accountability

Definitions
Individual accountability
Accountability of Health professionals
Six principles of clinical governance
Standards and Frameworks
Accountability for the education of others
Evaluating performance and appraisals