The QCS GP Podcast - The secret to embedding outstanding complaints practice in your organisation (New episode!) | QCS

The QCS GP Podcast – The secret to embedding outstanding complaints practice in your organisation (New episode!)

December 17, 2020

Our latest episode of the QCS GP Podcast is now available for listening here:

You can also download the podcast and listen to it on your platform of choice. The podcast is available on Apple, Spotify and Google!

More about this episode: 

In this month’s General Practice Podcast, Tracy Green, Head of Primary Care talks to Alison Lowerson, QCS’s GP Policy Lead.

Tracy and Alison will be discussing Complaints and will be explaining what Practices should be doing to manage them.

After providing brief overview of the complaints procedure, the Podcast will aim to provide greater insight into the following areas:

  • Complaints handling best practice.
  • The Complaints Standards Framework, a new set of standards for the NHS.
  • Complaints made during the pandemic.
  • Top tips for managing complaints.

More about Tracy

Tracy has worked in general practice management for over 13 years with a passion for turning around vulnerable or struggling practices and making a difference to patients. Tracy has been a Care Quality Commission (CQC) Practice Manager Specialist Adviser since 2014 along with being a peer appraiser, national trainer, dementia friend champion and a trustee board member with her local Healthwatch.

Tracy also worked nationally for 18 months as the General Practice Development and Primary Care Network (PCN) Lead supporting practices, PCNs and federations.

Tracy is a chartered fellow with the Chartered Management Institute (CMI) and a fellow with the Institute of Leadership and Management (ILM) holding postgraduate qualifications in strategic leadership.


More about Alison

Alison has worked in general practice management for 18 years, with experience managing both large and small medical practices providing a wide range of services. Alison has worked closely with her local Clinical Commissioning Group (CCG), Federation, Primary Care Network (PCN) and the Local Medical Committee, and in 2018 she supported countywide practices with General Data Protection Regulation (GDPR) compliance.

She has a passion for supporting primary care and practice managers through the many challenges they face and is a Governor at her local Primary School.

Alison holds a postgraduate Diploma in Primary Care & Health Management (DPCHM).


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