Improving Performance in Healthcare - The Value of Patient Complaints
Thursday, 26th May 2005 to Friday, 27th May 2005
Location
Sydney, New South Wales
Description
Aims of Seminar
- To inform delegates about strategic directions and innovative approaches to the effective management of complaints and using complaints to improve performance in healthcare.
- To showcase systems and process re-engineering initiatives where complaints have been utilised as a mechanism to improve quality, safety and efficiency in healthcare and/or to enhance health professional and patient satisfaction.
- To showcase practical projects related to the outcomes of effective complaint management.
Presentations
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Mr David Brown - A medico-legal perspective on complaints and adverse events
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Ms Melissa Carfax-Foster - Owning the complaint - an opportunity for improvement
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Dr Paul Curtis, Ms Jill Reymet & Ms Nicole Smith - Linking Complaints to the Patient Safety Program
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Ms Leanne Luck - Perinatal Support Team: an effective response to a patient complaint
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Ms Clare Lumley - Case Study: management of a patient complaint following an adverse event
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Ms Michell McLay & Ms Nancy Dankiw - Changing culture using complaints to make compliments
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Ms Joanne Moss - Supporting staff through the complaints process
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Dr Liz Mullins - Patient complaints as a window to your system of care delivery
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Ms Roxanne Regan & Mr Michael Scott -"We can always do better"
This seminar was produced by Change Champions. For further information Ph: 4960 8576, email change.champions@bigpond.com, www.changechampions.com.au
