Dealing with Complaints

Aim:

To provide managers with skills and knowledge to be able to deal with complaints confidently and professionally.  This course is specifically aimed at managers in the learning disability field who may be responsible for dealing with or handling complaints or appeals.

Learning Outcomes:

By the end of the course participants will:

• understand what a complaint is
• understand the difference between a complaint and a grievance
• understand what RQIA expect in relation to the management of complaints
• understand the benefits of an effective complaints procedures
• understand the key elements of an effective complaints procedure
• learn how to deal with an informal complaint
• learn how to investigate a complaint
• learn how to document a complaint process
• learn how to deal with an appeal.

Where:

ARC (NI), Wildflower Way, Boucher Road, Belfast BT12 6TA

When:

Friday 26 November 2013 | 10.00 am – 4.00 pm (refreshments available from 9.30 am)

Cost:

ARC Member: £90.00 | Non-Member: £150.00

Booking:

For further information or to book a place please contact Liz White at the ARC (NI) office (tel: 028 9038 0960).