Moan, Moan, Moan. Complaints from Students; Opportunity, Threat, or Just a Pain in the Neck? Dr Philip Burns Senior Teaching Fellow, University of Manchester
Outcomes By the end of the workshop participants will be able to: • Describe strategies for the evaluation of complaints • Use complaints to improve the quality of clinical placements. • Describe current complaints systems in place in different universities and disciplines • Share difficult cases and gain the perspective of other educators on the complaints which they currently or have previously faced.
Timetable 10-10.20 Introduction 10.20-12.00 World Café 12-12.30 Plenary 12.30-1.30 Lunch 1.30-3.00pm Difficult Complaints 3.00-3.30 Summary 3.30 Evaluation 3.45 Finish
A word on confidentiality • Sensitive issues • Personal, professional and institutional pride • Put aside • Charter House Rules • General conclusions shared • Any other ground rules?
Opportunity? In the last two years complaints have led to: • Targeted retraining for practices • Development of good practice materials to be shared on our website • Development of a training session for GPs who consult in a language other than English • Improved transport facilities for students • Improved support materials for GPs • Improved student experience • Students complaining less – but what does that mean?
Threat? • 3 practices removed from teaching. • 1 practice acquired unfair reputation for being a poor practice. • Students not fully aware of actions which are taken.
Pain in the Neck? • No pain no gain