Quality IMPROVEMENT & PATIENT SAFETY

Workshops & Education

Patient and Family Complaints: Skills to Prevent, Understand and Resolve

We all hear complaints in our work and personal lives. In health care, complaints from patients and families need timely responses that allow for resolution. This workshop will add to your skills and resources in hearing, preventing and resolving patient and family complaints.  Participants will have a chance to try out their skills in small groups exercises and case studies.

Workshop Objectives:

  • Define "complaints" in health care settings
  • Review tools and resources that will help you to manage complaints over the telephone, face-to-face or in writing 
  • Explore a complaints management process from hearing a complaint through resolution
  • Discuss how to acknowledge and apologize without "taking sides"
  • Identify ways to deal with challenging emotions and behaviour 

No sessions at this time

Facilitators: Client Relations and Engagement Managers

How to register for workshops:

  • Go to https://manitoba-ehealth.learnflex.net
  • Log in. If you are a new user, click on the link to register and follow the prompts.
  • Select the Courses/Registration tab.
  • Select Quality Improvement & Patient Safety from the Catalogue List.
  • Select the workshop you wish to take.

 

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