Managing complaints.
Advanced training.

Fertility Patient Care Training Programme

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WHO IS THIS PROGRAM FOR?

Managing complaints from patients undergoing fertility treatment is crucial to prevent problems from escalating. This advanced course is for admin and clinical staff working in reproductive care who want to learn simple strategies to handle patient complaints.

BENEFITS FOR ATTENDEES

  • Develop your knowledge on contemporaneous complaint management practices
  • Enhanced your skills in acknowledging, assessing, and responding to complaints
  • Create a service improvement plan to implement a complaint management process

The complaint handling process

Understand the complaint management process, its regulations, and possible consequences of poor complaint handling.

Acknowledging a complaint

Reflect on the initial actions to be taken when a complaint is brought forward, distinguishing between different types of complaint and how to communicate and document these.

Assessing and responding to complaints

Analyzing the complaint, investigating it, meeting complainants, and reaching a successful resolution for all parties.

Moving from complaints

Determining lessons learned from complaints, creating a change management plan and ongoing monitoring and overview of complaint handling process.

PREREQUISITES

This programme is designed for fertility professionals and staff support. It can be dictated in English and Portuguese. The programme requires you to have a device and 1 Mbps (or faster) Internet connection. The device on which you access the program should support one of the following browsers: Chrome 71, Firefox 64, IE 11, Edge 42, Safari 11. The organizers reserve the right to change any details of the Program without notice.

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OVERVIEW

Jakub Dejewski
Chairman, the European Fertility Society

Handling patient complaints is an integral part of ensuring quality care provision. An effective complaint-handling process creates opportunities to implement change and foster great patient care. As the first fertility patient care organization in Europe we want to support clinics in improving relations with their patients by offering training from some of the most esteemed European professionals engaged in fertility support and care. We believe that participation in our training will help you develop a contemporaneous approach to complaint management.

Andreia-Trigo

Andreia Trigo RN BSc MSc
programme lecturer, founder of Enhanced Fertility

It can be challenging for both patients and clinic teams alike when there is a disagreement, and a complaint is made. A comprehensive process to manage complaints effectively is crucial to restore confidence in the clinic’s services and prevent problems from escalating. In this advanced training, attendees will explore different aspects of the complaint handling process in the context of fertility treatment, and develop knowledge and skills to recognise, investigate and resolve complaints effectively.

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PROGRAMME HIGHLIGHTS

The training is delivered either online or onsite. It includes lectures, discussions, individual and group assignments. It is organized around 4 areas of complaint management:

MODULE 01:
The complaint handling process

  • What is a complaint?
  • Who can make a complaint?
  • Why might someone complaint?
  • Consequences of poor complaint handling
  • The aim of the complaint handling process
  • Regulations, legislation, and best practice
  • Medical-legal issues that can arise as a result of poor complaint handling

MODULE 02:
Acknowledging the complaint

  • Initial actions
  • Formal vs Informal complaints
  • Communication and documentation
  • Practice case study – Part I

MODULE 03:
Assessing and responding to the complaint

  • Assessment and analysis of complaint
  • Investigating general and clinical concerns
  • Meeting with complainants
  • Delivering the outcome
  • Successful resolution
  • Recordkeeping
  • Practice case study – Part II

MODULE 04:
Moving from complaints

  • Lessons learned
  • Change management plan
  • Monitoring and review
  • The complaint management policy
  • The role of the Patient Satisfaction Manager
  • Practice case study – Part III
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PROGRAMME LECTURER

Andreia-Trigo

Andreia Trigo RN BSc MSc
programme lecturer, founder of Enhanced Fertility

Andreia Trigo RN BSc MSc is a nurse consultant, researcher, founder of Enhanced Fertility and lecturer at De Montfort University. Her research is focused on leadership, service improvement and patient experience. Over the last 15 years, Andreia Trigo has worked with patients and fertility clinics around the world to improve patient experience before, during and after treatment.

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PROGRAMME FEE AND DURATION

EUR 2,250
Online course.
Flexible schedule.
Price for non-members is EUR 3,000.
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