Quality Assured and Certificated by: Centre for Lifelong learning, University of Strathclyde.
Course Duration:
- 3 days classroom training
- 3 days supervised workplace project and study
Learning Outcomes:
By the end of the course participants will have:
- Demonstrated their knowledge of the legal framework, policies and procedures governing complaints in Health and Social Care.
- Explored the potential application of mediation skills within the investigation process.
- Shown the ability to plan a thorough investigation, build rapport and complete a report which address the issues, meets legal requirements and meets the needs of the complainant and organisation.
Syllabus details:
- The legal and policy context for complaints in Health and Social Care.
- What customers want from a complaints investigation.
- The importance of preparation.
- Managing the complaint, their needs and potential resolutions.
- Risk grading.
- Planning an effective investigation.
- Listening and questioning skills.
- Using impartiality and neutrality to your advantage.
- Opening and structuring an investigation interview.
- Root cause analysis.
- Separating fact from conjecture. Analysis of evidence and developing conclusions.
- Making relevant and feasible recommendations.
- Preparing to answer questions and queries on your report.
- Managing the additional workload stress and maintaining perspective.
Methodology
Classroom training will include:
- Small group work
- Lectures
- Video
- Case studies
- Role plays
Work based learning will include
- Application of new skills in the workplace and telephone supervision – de briefing on case study during course.
- Email tutorial throughout.
Assessment
Participants will submit a portfolio containing
- An investigation plan, supervision notes, evidence of reflection and preparation for interviews and draft and then final complaints report. One written assignment of 1500 words on the role of an investigating officer in encouraging a culture of dispute resolution in Health and Social Care.
Certification
A Certificate of Performance that counts towards a Certificate in Professional Development in Health and Social Care Complaints Management and Investigation
