Course Summary

Complaints Handling

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 10.00amCoffee 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
4.00pmConclusion

Book course

In-house courses

Click Enquire Now and complete the contact form for further details.

Public courses

Check the calendar for upcoming course dates.