Managing Complaints training - AFTA Thought

MANAGING COMPLAINTS

The need to listen to complaints properly, respond sensitively and improve procedures and behaviours to prevent recurrence is essential to staff well-bring and effective service provision.

AFTA Thought has developed a unique interactive workshop to provide Managing Complaints training to staff in the NHS, adult social care services and other public sector organisations.

We use drama and discussion to explore actual circumstances leading to complaints and analyse scenarios which have the potential to cause frustration and resentment. We place focus on changing attitudes to complaint procedures and recognising them as an opportunity to develop better relationships with colleagues and service users.

Workshops educate staff and managers on official guidelines and best practice for managing complaints in a number of areas, including:

Assessing severity and priority
Responding to complainants
Avoiding escalation
Understanding responsibilities under complaint procedures
Analysing root causes and translating into policy
Handling malicious complaints

AFTA Thought works with a wide range of Health and Social Care organisations and agencies as well as Local Authorities and the Voluntary & Independent sector.

Our sessions are highly cost-effective and can be delivered to teams of between 10 and 200 people. We can also deliver training as part of conference programmes or special events.

If you would like to know more about Managing Complaints training, please contact us.

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MANAGING COMPLAINTS

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