Following the success of the GP Complaints Training Programme last year, two further GP Complaints workshops have been scheduled covering the East of England area.

These 3 hour workshops are free and are designed to support you and your practice team in handling complaints effectively. Specifically, they will cover the NHS Complaints Regulations including how to acknowledge, investigate and respond, and how complaints fit in with CQC, PHSO and GMC requirements.

The workshops have been developed to support you and your practice team in preventing and managing complaints and improving the service provided to patients. It will encompass a presentation, reflective exercises, and facilitated group discussions.

The workshops will cover:

  • What triggers complaints and how to prevent them
  • How your practice and NHS England fit into the overall complaints process
  • How to manage and respond to a complaint effectively

The workshop will be facilitated by Lee Bennett, Strategic Complaints Lead at NHS England and Dr Claire Macaulay, independent medico-legal consultant. The facilitators bring expert experience of supporting primary care teams to manage and respond to complaints with valuable insight into why complaints are raised and how they can be effectively handled.

By the end of the workshop delegates will have an understanding of professional complaints handling and be able to select the appropriate management techniques and implement the relevant strategies.

Please note that we are unable to provide teas and coffees at any of the sessions

Please note that places are limited and are offered on a first come, first served basis. Due to the limited number of places available for each workshop, we request that no more than two members of staff from the same practice attends. These must be the Practice Manager (or equivalent) and/or the Senior Practice Partner. We will be able to let you know later if more places become available.

Whilst it is hard for us to predict the future safety guidelines surrounding the COVID19 pandemic, we have taken steps to ensure that all venues are complying with the current pandemic safety guidance, and will provide you with any relevant details specific to your venue closer to the date. In the event these sessions can no longer take place, we will contact you as soon as possible.

To book a place, please contact england.complaints-training@nhs.net with the following information:

  • Details of the session you wish to attend (including whether you’d prefer to attend in the morning or afternoon)
  • Your name
  • Your practice name
  • Your practice role
  • A contact telephone number

Details of how we will protect your data is available online in our privacy notice available here: https://www.england.nhs.uk/contact-us/privacy-notice/