I was recently invited to speak at a BDA complaints-focused training day, and to be honest, I was completely in awe of the other speakers - their ability, their experience, and the clarity with which they shared their knowledge. A touch of ‘imposter syndrome' crept in at first, but very quickly, I realised exactly where my own voice fitted in - and how my perspective complemented and added real value to the day.
Practice manager‘s are on the front line of the business. It is up to us to equip our teams with the tools, training, and confidence they need to handle complaints - not just reactively, but proactively. So that is where I focused my session: the real-world stuff that ties it all together. From understanding the patient journey and internal culture to navigating social media (and all its glory and chaos), I explored how communication, rapport, and emotional intelligence are the secret ingredients to handling complaints with confidence and care.
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