Handling complaints effectively is critical to building trust, improving patient care, and maintaining the reputation of any NHS organisation. This interactive, one-day workshop offers healthcare professionals a structured, systems-based approach to managing complaints with confidence and clarity.
Through engaging with real-life scenarios, and expert guidance, you’ll learn the art of handling complaints professionally—from initial scoping to resolution. Gain practical skills in letter writing, patient and family communication, and conducting interviews—all essential tools for turning challenging situations into opportunities for improvement.
Key Benefits
– Structured, systems-based techniques for resolving complaints effectively
– Practical, hands-on training with real-world scenarios
– Expert instruction in conducting patient interviews and difficult conversations
– Proven strategies for time management and handling persistent complaints
– Enhanced letter-writing skills to ensure comprehensive, compassionate responses
Course Content
- Understanding a systems-based approach to complaints handling
- Scoping the complaint and clarifying issues
- Information collection for complaint resolution
- Interface between Duty of Candour and complaints procedures
- Meeting with patients and families
- Letter writing that covers all the issues
- Mastering interview techniques
- Time management in complaints handling
- Dealing with persistent and unreasonable complainers
Course Timetable
9.30am to 10.00am | Coffee and Registration |
10.00am to 10.30am | Delegate’s experience of handling complaints and undertaking investigations is established |
10.30am to 11.15am | An overview of a systems-based approach |
11.15am to 11.30am | Coffee Break |
11.30pm to 12.00pm | Scoping case study; ensuring clarification of the issues |
12.00pm to 12.30pm | Meeting with family members, carers and patients |
12.30pm to 12.45pm | Role play |
12.45pm to 1.15pm | Lunch |
1.15pm to 1.45pm | Gathering evidence |
1.45pm to 2.00pm | Exercise |
2.00pm to 2.30pm | Using timelines to structure analysis |
2.45pm to 3.00pm | Tea Break |
3.00pm to 3.30pm | Drafting response letters including dealing with persistent and unreasonable complainers |
3.30pm to 4.00pm | Summary |
4.00pm | Conclusion |