Audience: Practice Management staff

This workshop delegates will understand the NHS complaints procedure and be able to identify the key responsibilities and actions required at each stage. Delegates will also be able to handle complaints in primary care effectively using this procedure.

This workshop will also focus on the need for a quality approach and quality standard. Delegates will be able to identify the needs of patients and service users and design and implement quality standards to meet these. This programme will conclude with delegates completing a quality action plan to implement their standards and plans for their evaluation.