Do you care about managing patient complaints well?

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Moving beyond writing action plans to actually make change happens, means challenging our existing ideas and fully understanding the perspective of the person bringing a concern or complaint and recognising and understanding the ’emotional data’ as I call it.

A Journey Through Complaints Using Empathy will give you valuable insight and a supportive environment to examine some of the complexities surround concerns, complaints and serious incidents.

Interested? Email me on

Key learning outcomes:

  • Understanding a journey through complaints – observing hidden cues, reading and understanding ’emotional data’
  • Identifying and understanding empathic and emotionally focused thinking
  • How lack of empathy in one-on-one encounters has the potential to cause psychological harm
  • Understanding what gets in the way and develop, manage and optimise reasoned empathy in complaints
  • How to help achieve meaningful resolutions and reach a ‘Safeguarded Personal Resolution’ ® and learn lessons
  • Understand how to be more self-reflective and use these skills for personal well being, best practice and CPD appraisal

Feedback from last weeks course (12th May) Email for to secure your place

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