Available on: E-Learning & As part of our Mandatory Courses

This comprehensive Complaints Handling course provides healthcare professionals with essential skills to effectively manage, investigate and resolve patient complaints. Participants learn systematic approaches to complaint receipt, documentation, investigation and response, whilst developing empathetic communication techniques for difficult conversations. The training covers regulatory requirements, root cause analysis, service improvement strategies, and preventative measures. Professionals will gain confidence in transforming negative feedback into positive organisational change and enhancing patient satisfaction through effective resolution processes.

• Reduces complaint escalation through improved initial handling techniques
• Develops confidence in managing challenging conversations professionally
• Enhances patient satisfaction through timely and empathetic responses
• Transforms complaints into opportunities for service improvement

• Essential for meeting Regulation 16 (Receiving and Acting on Complaints)
• Supports compliance with CQC's responsive and well-led domains
• Demonstrates commitment to learning and continuous improvement
  

• Aligns with NICE quality standards on patient experience and service user care
• Supports implementation of effective feedback mechanisms
• Promotes person-centred care through responsive complaints management
  

• CPD Standards Office accredited course exceeding regulatory standards
• Certificate verification available via our website
• Certification complies with all relevant healthcare standards
• Provides documented evidence of professional development