Health and Pharmaceutical Administration

Managing Patient Complaints and Converting Them into Improvement Opportunities

A concise, decision-focused programme covering patient complaint management end to end.

  • 5training days
  • 4modules
  • 8sessions
  • 32topics
View packages and pricesCourse outline
Managing Patient Complaints and Converting Them into Improvement Opportunities
5days

About the programme

Course Overview

Cost pressure and quality expectations on patient complaint management are rising at the same time. The data supporting this strand of health and pharmaceutical services is usually present but rarely assembled into a decision. Benchmarking exercises repeatedly place this area of health and pharmaceutical services among the areas with the widest performance spread. Buying a tool rarely fixes patient complaint management; the underlying capability has to be built internally first. The method assumes participants will be challenged on their handling of the health and pharmaceutical services discipline and prepares them for it. The programme suits teams tackling the practice within health and pharmaceutical services together as readily as individuals attending alone. The course leaves participants able to diagnose weaknesses in patient complaint management before they become incidents. The programme converts this area of health and pharmaceutical services from an area of general awareness into a set of repeatable practices. Participants finish with a short, specific brief on the practice within health and pharmaceutical services ready to put in front of a decision maker.

Expected Learning Outcomes

  • Design a process for patient complaint management that clinical staff can follow without obstructing care.

  • Sequence improvements to patient complaint management so that each step makes the next one easier.

  • Handle the trade-offs in patient complaint management between speed, cost and assurance explicitly rather than implicitly.

  • Manage the supply chain and cold chain supporting patient complaint management.

  • Translate policy on patient complaint management into procedures that hold up under day-to-day pressure.

  • Build informed consent and ethics practice into patient complaint management.

  • Protect patient confidentiality and data within patient complaint management.

Who Should Attend

  • Medical directors overseeing clinical governance of patient complaint management.

  • Newly appointed managers taking on patient complaint management for the first time.

  • Accreditation and compliance officers preparing evidence on patient complaint management.

  • Regulatory affairs specialists handling patient complaint management.

  • Training and development staff building internal capability in patient complaint management.

  • Health information and records staff supporting patient complaint management.

Course Modules

Open any module to see its sessions and topics.

01

Patient complaint management: clinical process design and workflow

2 sessions · 8 points

Session 1Making incident reporting on patient complaint management safe for staff

  • Define escalation criteria for deterioration detected through patient complaint management.
  • Confirm licensing and regulatory requirements applying to patient complaint management are met.
  • Establish who is informed, consulted and accountable in patient complaint management.
  • Set out how exceptions to patient complaint management are requested and approved.

Session 2The evidence assessors will ask for on patient complaint management

  • Reduce unwarranted variation in patient complaint management between shifts and sites.
  • Select quality indicators for patient complaint management that measure outcome rather than activity.
  • Agree the indicators that will show whether patient complaint management is improving.
  • Verify cold chain and storage conditions for materials used in patient complaint management.
02

Patient complaint management: regulation, licensing and accreditation evidence

2 sessions · 8 points

Session 1What patients actually experience during patient complaint management

  • Verify six months later that changes to patient complaint management have held.
  • Agree the smallest change to patient complaint management that would be visibly useful.
  • Cost patient complaint management per episode and identify avoidable waste.
  • Close the loop: confirm changes to patient complaint management improved the indicator they targeted.

Session 2Getting other functions to support patient complaint management

  • Reduce the variation in how patient complaint management is carried out between teams.
  • Build the internal briefing that explains patient complaint management to those affected.
  • Prepare the response for the most likely failure in patient complaint management.
  • Apply structured root cause analysis to the last adverse event involving patient complaint management.
03

Patient complaint management: incident reporting, investigation and learning

2 sessions · 8 points

Session 1Closing out patient complaint management and capturing what was learned

  • Identify infection transmission risks created by patient complaint management and control them.
  • Plan continuity of patient complaint management during surge and outbreak conditions.
  • Confirm the incident reporting route for patient complaint management is quick and non-punitive.
  • Record the rationale for each significant choice made about patient complaint management.

Session 2Consent, confidentiality and ethics in patient complaint management

  • Estimate the resource patient complaint management requires to run as designed.
  • Audit patient complaint management by observing practice, not by reading policy.
  • Agree what will be standardised in patient complaint management and what will not.
  • Identify single points of dependency in patient complaint management and reduce them.
04

Patient complaint management: staffing, capacity and demand

2 sessions · 8 points

Session 1Reading the current state of patient complaint management honestly

  • Build medication safety checks into patient complaint management at the point of highest risk.
  • Assign responsibility for keeping documentation of patient complaint management current.
  • Match staffing levels on patient complaint management to measured demand across the week.
  • Measure patient experience of patient complaint management and feed it back to the team.

Session 2Matching staffing on patient complaint management to real demand

  • Establish what evidence demonstrates patient complaint management is under control.
  • Check that consent processes within patient complaint management are genuinely informed.
  • Decide what will be stopped to create capacity for patient complaint management.
  • Set out the decisions in patient complaint management that require sign-off and by whom.

Choose the package that suits you

Silver Package

At least 3 people

USD1,250
  • Workshop or Program Participation
  • Airport Transfers
  • Customized Badge
  • Expert Mentorship (Private Sessions)
  • Supervision & Secretarial Services
  • Accredited Certificate of Participation
  • Complete Training Kit
  • Coffee Break
  • Closing Ceremony

Gold Package

At least 3 people

USD1,850
  • 5-night stay in a 5-star hotel
  • Workshop or Program Participation
  • Airport Transfers
  • Customized Badge
  • Expert Mentorship (Private Sessions)
  • Supervision & Secretarial Services
  • Accredited Certificate of Participation
  • Complete Training Kit
  • Coffee Break
  • Closing Ceremony

Complete your registration

We will contact you within one business day to confirm.

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