VCMS: Managing complaints and preparing your practice for the CMA remedies

With the CMA’s remedies placing greater emphasis on effective complaints handling and consumer redress, practices need to be confident that their processes are robust, responsive and focused on achieving the right outcomes for patients.

This practical session will explore the key requirements of the CMA Order relating to complaints handling and consumer redress, while providing delegates with practical tools and strategies to manage complaints effectively. We’ll look at the benefits of resolving concerns at the earliest opportunity, the essential elements of a strong complaints process, and how to respond confidently to emotional or challenging complaints.

The session will also consider how complaints can provide valuable insight into patient experience, helping practices identify opportunities for continuous improvement and strengthen the quality of their service.

By the end of the session, delegates will be able to:

• Understand the CMA Order relating to complaints handling and consumer redress.
• Recognise the benefits of resolving complaints at the earliest opportunity.
• Identify the key elements of an effective complaints process.
• Develop practical skills for responding to emotional and challenging complaints.
• Use complaints insight to support continuous improvement.