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Updated: 29 Mar 2025
Health and Social Care
People Skills
Updated: 29 Mar 2025
Updated: 29 Mar 2025
20 People Recommended
Duration Minimum 30 mins
100% Online Course
365 Days Access
Instant Access and Certification
Full Voiceover
The Complaints Handling Awareness course equips healthcare professionals with the essential skills and knowledge to manage complaints effectively, transforming them into opportunities for improving service quality. Handling complaints with professionalism and empathy is critical for fostering trust, transparency, and excellence in care within healthcare settings.
This course covers the legal and regulatory frameworks guiding complaints management in the UK, including the NHS Complaints Procedure and GDPR compliance. It explores ethical considerations and highlights the importance of maintaining confidentiality and accurate documentation. Participants will develop communication skills such as active listening, empathy, and conflict resolution to manage challenging interactions with patients, families, and colleagues.
Aligned with UK guidelines and best practices, this course emphasises using complaints constructively to enhance services and patient satisfaction. By the end of the course, participants will be empowered to handle complaints confidently, ensuring patient concerns are addressed with compassion and professionalism.
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Learning Outcomes.
By the end of this course,participants will be able:
To understand the legal and regulatory frameworks for complaints handling, including the NHS Complaints Procedure and GDPR requirements.
To apply communication techniques such as active listening and empathy to address complaints effectively and compassionately.
To identify the root causes of complaints and implement changes to improve service delivery.
To use conflict resolution strategies to manage and de-escalate challenging interactions during the complaints process.
To ensure confidentiality and data protection compliance throughout complaints management.
To promote a culture of learning and continuous improvement by using feedback constructively.
Course
Contents.
01
Introduction to Complaints Management
Definitions, importance, and an overview of legal frameworks.
03
The Complaints Handling Process
Key steps for receiving, investigating, and resolving complaints.
05
Learning and Service Improvement
Using feedback to identify gaps and enhance service delivery.
08
Root Cause Analysis
Techniques to identify systemic issues and implement corrective actions.
06
Conflict Resolution and Mediation
Managing difficult conversations and resolving disputes constructively.
09
Documentation and Record Keeping
Best practices for maintaining accurate, secure, and accessible records.
02
Types and Sources of Complaints
Common categories of complaints and their origins in healthcare.
04
Communication Skills
Active listening, empathy, and conflict resolution in complaints management.
07
Confidentiality and Data Protection
GDPR compliance and safeguarding patient information.
10
Building a Positive Complaints Culture
Encouraging transparency, accountability, and openness to feedback.
The Complaints Handling Awareness course prepares healthcare professionals to manage complaints effectively and in compliance with UK guidelines. By focusing on communication, conflict resolution, and service improvement, the course promotes a culture of empathy, professionalism, and continuous enhancement. Participants will learn to transform complaints into opportunities for better patient care and organisational growth.
Summary