patients, it has an underlying obligation to patients to understand their expectations and
deliver against them. One of their key strategies is to reduce the number of verbal and
written complaints. This workshop studies written complaints, which the NHS must deal
with in a timely and fair way for the public. It will also focus on what the NHS constitution
says are the rights of the individual, & doctor and how the NHS will support you, the doctor.
Measurable Aims: At the end of this programme, the delegate can:
Ø Document 3 elements of the NHS constitution
Ø List and understand the 3-part process of how a complaint should be dealt with
Ø Highlight 4 communication requirements when dealing with the complainant
Ø List the 4 stage process for reflection in regards to improving the local health service
Ø Name and describe the 6 principles of Clinical Governance
The Programme Includes:
Ø Module 1: The rights of the patient, doctor and what the NHS pledges for both:
Ø Module 2: Dealing with Complaints in a practical manner: What the doctor and
complainant should expect
Ø Module 3: Complaints: A reason for Service & Clinical Improvement:
To Book onto this programme, please contact Sarah Nickle: sarah.nickle@sthk.nhs.uk