MDU Webinar: Managing complaints - primary care

Complaints can seem an unavoidable part of general practice, and yet can have a huge impact on a doctor’s reputation and wellbeing. Watch our webinar to learn more about complaints handling and tips on reaching a resolution.
Hosted by the MDU's medico-legal advisers, Dr John Dale-Skinner and Dr Clare Sweeney, the session will cover:
• What constitutes a complaint and the impact it can have.
• What to do when you receive a complaint and when to involve your MDO.
• The PHSO's model complaint handling procedure for providers of NHS services in England.
• Q&A session with our medico-legal advisors.
View our upcoming webinars: www.themdu.com...
1:40 Complaints in general practice
13:59 Multi-agency complaints
17:52 What is a complaint?
19:58 Avoiding complaints: the seven Cs
21:27 Complaint scenario: injury and bowel cancer
27:44 Ombudsman's good complaint handling
33:44 What if the complaint is not resolved?
37:08 The Ombudsman's advice to practices
41:24 Q&A: Acknowledgement in the complaints process
43:59 Q&A: Complaints correspondence in the medical record
46:30 Q&A: Multiple complaints
48:42 Q&A: GMC guidance on complaints and practice list removal
50:02 Q&A: Complaints made by relatives where the patient is deceased
56:27 Q&A: NHS England complaints