This one-day Complaints Handling Training for NHS, Health and Social Care Providers is for professionals who manage complaints and patient or family concerns. You will learn clear, practical ways to handle complaints with confidence and empathy. Our approach turns difficult situations into chances to learn and improve patient care.
What you will learn on our Complaints Handling Training for NHS Health and Social Care Providers
- Investigate complaints using a systems-based, person-centred approach
- Communicate clearly and compassionately with patients, families and carers
- Write clear, empathetic and defensible complaint response letters
- Define and agree the scope of a complaint
- Gather accurate information and evidence
- Prepare for meetings and manage difficult conversations
- Handle persistent or complex complaints
- Understand how complaints align with the Patient Safety Incident Response Framework (PSIRF) and support safer services
Course format & logistics
- Duration: One full day (virtual or in-person)
- Format: Interactive workshop with practical exercises
- CPD-accredited and tailored for NHS and care settings
- Includes: Templates, structures and take-home tools
- Public course format and fee: virtual £200 + vat per person
- In-house course format and fee: virtual £2500 + vat and in-person £3500 + vat
Why this course is different
This complaints handling training is led by experienced medico-legal and patient-safety experts who work closely with NHS and care organisations. It focuses not only on process, but also on culture — building trust, learning and improvement through better complaints handling.
“I now have the confidence to structure any investigation dealing with complaints and feel confident that it will be professional. Very, very good. The materials and, especially, the trainers were excellent and the knowledge shared and the experience I gained I will take with me for a long time.”
Operation Team Lead
Useful links
NHS Complaints Procedure Overview
Parliamentary and Health Service Ombudsman (PHSO)
Department of Health and Social Care – NHS Complaints Regulations
NHS England – Patient Experience Improvement Framework
quick links
