How to Handle Complaints

Most complaints are due to miscommunication

• Communication skills
  • • • Generic
        • • • Face to face
            • Telephone skills
      • Anger management
      • Transactional analysis
• Experiential learning
  • • • Prevention of complaints
        • • • GMC advice
            • Complaints procedure
            • Practice management
            • OOH course
      • Complaints within the practice
      • Significant events
      • Teamwork skills