Course Duration 3 days classroom training

3 days supervised workplace project and study

Learning Outcomes:

By the end of the course participants will:

• Be effective in managing and analyzing complaints and taking the most appropriate action to prevent escalation where possible and manage risk.
• Demonstrate their understanding and knowledge of the full range of dispute resolution options and their limitation and benefits.
• Show their ability to effectively manage all aspects of an investigation process and achieve a professional outcome.

Syllabus details:

• The legal duties of a complaints manager and the expectations of the Authority and stakeholders.
• The full range of conflict resolution techniques available and their strengths and weaknesses.
• What factors do you consider when choosing the correct route for a complaint?
• Risk management.
• Root cause analysis.
• The importance of impartiality and neutrality and how to achieve it.
• How to set up and prepare mediation.
• How to set up and plan an investigation.
• How to supervise an investigating officer and analyse a complaints report.
• The management of expectations, workloads and stress.
• Measuring success and organisational learning.

Methodology

Classroom training will include:

• Small group work
• Lectures
• Directed reading
• Case studies
• Role plays

Work based learning will include:

• Showing an investigation from the planning stage, through supervision to the final report.
• Email tutorial support throughout.

Assessment

Participants will submit a portfolio containing:

• Investigation plan, root cause analysis, supervision notes and comments and final report on one complex case.
• 1500 words on the different routes to resolution and their strengths and weaknesses.

Certification

A Certificate of Performance that counts towards a Certificate in Professional Development in Health and Social Care Complaints Management and Investigation