Aim

This course will provide attendees with an appropriate framework for the effective management of complaints within their services, which ensures the rights of the complainant are safeguarded to provide a fair and impartial investigation of a complaint. It will also provide participants with examples on how complaints can be utilised to inform service provision and drive continuous improvement of the quality of care and service provided to residents.

Content

This course incorporates new legislative requirements of SI628 of 2022 Health Act 2007 (Care and Welfare of Residents in Designated Centres for Older People) (Amendment) Regulations 2022 and the advocacy requirements relating to complaint management as included in the HIQA Fundamentals of Advocacy resources (2023).

• Importance of effective complaint management
• Complaint management regulatory requirements
• Trends and analysis: HIQA findings in relation to complaint management
• Roles and responsibilities regarding management of complaints and feedback
• Proactive complaint prevention
• 4 stages for effective complaint management
• Auditing the complaints management process
• Staff education and training requirements for complaint management
• Resident and family communications in relation to complaints
• Practical application of a complaints management process

Workshop Delivery

The workshop will be presented via Zoom, with interactive sessions and workshops provided throughout. Training will run from 10 a.m. to 3:30 p.m. The workshop will be delivered by a senior member of HCI’s Quality and Safety Team.

Who Should Attend

RP/GM/RPR, PIC, Deputy PIC, CNM, Staff Nurse, HCA

Certification

Learners who successfully complete the workshop will be awarded a certificate of attendance from LHP Skillnet.

Fees

The subsidised cost of this workshop is €135 per learner for LHP Skillnet member companies. Non-members are welcome to book the workshop at the full price of €210.

To be eligible for the subsidised price you must be working in the private healthcare sector in Ireland. Otherwise the full price applies.

Discount for all 16 workshops booked together is available. Please visit the course page for details.

About the Advanced Care Management Programme

Delivered by the HCI, the Advanced Care Management Programme (Advanced CaMP) aims to provide a comprehensive body of knowledge for key individuals within nursing homes, highlighting the regulatory and best practice requirements, and providing participants with the skills to apply the tools and techniques to support their implementation.

The programme may be booked as a completed programme of 16 workshops, or workshop may be booked individually.

For further information about the full programme, please visit the programme page.