Description

You’ll 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'll learn

• 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.

Testimonial

Operation Team Lead:

“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.”

Why is this course 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.