About the course
This is a 2 hour workshop that will support managers to tangibly improve the way they handle complaints.The new Adult Social Care and Health complaints procedure requires managers to be skilled in different methods of dispute resolution. Managers and staff need to understand how complaints are triaged and the expectation on them to resolve the complaint.
Sometimes this could mean a face to face meeting, other times participating in mediation and other times contributing to an investigation. Complaints are like Medicine provides an interactive opportunity for participants to develop and practice different skills.
This is all done by having participants explore 6 statements from the AKD pharmacy, that are guaranteed to improve your health and move you to more preventative measures in future.
Who is the course for?
This course is for those who receive, manage, investigate or resolve complaints.
Aims and objectives
By the end of the workshop participants will have:
2 hour workshop (AM or PM Sessions)
"This interactive course delivered across the council was fantastic!
Staffs were able to put themselves in the customer’s shoes and really think about how the customer perceives the complaint process and their expectations of the service. Managers were able to recognise the difference between the facts associated to complaints as well as the customer’s emotional impetus to exhaust the process.
Overall staffs have embraced the method of resolving customer concerns rather than just responding and were pleasantly surprised, AKD were able to cover a broad area in relation to the complaint process and resolution strategies in the allotted two hour time frame.
Early Prevention is better than cure!
Chantelle Williams-Bekoe, Complaints Officer
Partnerships Strategy and Commissioning
Children Schools and Families
London Borough of Camden