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.
