Course Summary

Complaints Handling

Basic Description of Course

This interactive and practical course will provide a structured approach to complaints handling through the use of systems analysis. The day will also cover letter writing, communicating with patients/service users/carers and families and conducting interviews. All techniques will be tested through role-play.

Course Content

  • Overview of a systems-based approach as it relates to complaints handling
  • Scoping the complaint; clarifying and breaking down the issues
  • Information collection
  • Interface with the Duty of Candour and complaints procedure
  • Meeting with patients and families
  • Letter writing; ensuring that all issues are covered
  • Interview techniques
  • Time management
  • Dealing with persistent and unreasonable complainers

Course Timetable

9.30am to 10.00amCoffee and Registration
10.00am to 10.30amDelegate’s experience of handling complaints and undertaking investigations is established
10.30am to 11.15amAn overview of a systems-based approach
11.15am to 11.30amCoffee Break
11.30pm to 12.00pmScoping case study; ensuring clarification of the issues
12.00pm to 12.30pmMeeting with family members, carers and patients
12.30pm to 12.45pmRole play
12.45pm to 1.15pmLunch
1.15pm to 1.45pmGathering evidence
1.45pm to 2.00pmExercise
2.00pm to 2.30pmUsing timelines to structure analysis
2.45pm to 3.00pmTea Break
3.00pm to 3.30pmDrafting response letters including dealing with persistent and unreasonable complainers
3.30pm to 4.00pmSummary

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