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Complaints are like medicine

Complaints are like Medicine Jars

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:

  • Clarity on the customer experience when things go wrong
  • Defined how they will influence the culture (environment, mindsets, language and behaviour) in their team/organisation to improve how complaints are handled.
  • Understand the benefits of focusing on resolution
  • Know how to increase learning from complaints for their team/organisation
  • Understand how the new complaints procedure works
  • Explored a range of different types of complaints and why they occur
  • Reflected on behaviour and mindsets that encourage good complaints handling
  • Explored different models of resolving complaints
  • Engaged in different ways to encourage learning from complaints

 Duration

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!
 
Thanks AKD"
 
 
Chantelle Williams-Bekoe, Complaints Officer 
Partnerships Strategy and Commissioning
Children Schools and Families
London Borough of Camden

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