Complaint management and error culture in medical practices: conduct complaint conversations, de-escalate, reply to online reviews and learn from mistakes.
Online self-study course – 10 modules, about 9 hours, at your own pace, with a confirmation of participation once all modules have been completed. Sources in APA 7.
The course takes you from the five-step complaint conversation through written, telephone and online complaints to internal handling, reporting and discussing mistakes, an open error culture, and complaint management as a building block of a learning practice.
📘 Background reading (in German): Qualitätsmanagement in der Arztpraxis: was die QM-Richtlinie vom Praxisteam verlangt
Self-study without supervision, assignments or evaluation of learning progress by instructors; the voluntary self-reflection is for your own orientation only. Your confirmation of participation becomes available once you have marked all modules as done yourself.