Developing the policy package: guidelines, training & appraisal
We have responded to client requests to develop training materials based on our knowledge of policy and
process in the particular areas. This training can be face to face or open learning programmes using print or screen-based methodologies as the client requests.
M-A-C Practice
Training Guidelines supplied as a resource for staff of NHS Trusts, Local Health Boards and Family Health Services
Practices in Wales to support "Complaints in the NHS - A Guide to handling complaints in Wales" (April 2003).
Adobe PDF:
http://www.wales.nhs.uk/documents/nhs-complaints-guide.pdf
NHS Wales - Training for Lay Members of Independent Reviews and Panels - a 4 module programme of open learning
NHS Wales - Training for Primary Care staff and managers in complaint handling - interactive open learning programme on CD-Rom
Managing Patient Expectations and Experience
This workshop for Primary Care Clinicians was developed to address local needs at primary care level in a patient-focused, sympathetic
and systematic way. It builds on our experience with local GPs and practitioners in South West London and has
been designed to be flexible and adaptable to different circumstances and issues.