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By the end of 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.

Topics covered will include:

• The importance of complaints to the NHS and primary care
• Using complaints positively
• The national complaint handling guidance
• The framework for implementation in primary care settings
• Key roles and responsibilities in the framework
• Effective complaint handling – practical examples
• The importance of quality to primary health care
• Identifying the needs of service users
• Your practice charter
• Using quality standards
• Action planning to improve quality