Complaints Handling

Complaints Handling in Health and Social Care

Course Length:

3 hours

Maximum Number of Attendees:

12

Course Description:

Completely avoiding complaints is nigh on impossible. Especially in health and social care settings where emotions can be heightened with people’s loved ones in care settings, often unwell. It is important to understand where complaints come from and often what they really mean. So often, a complaint is simply communication. Handled effectively, dealing with complaints can build rapport with the complainants and engage in topics we may not have been aware of.

This course will look at the different forms of complaints, understanding the Health and Social Care Act, and key skills in how to handle complaints effectively. For a full list of the learning outcomes, please see below.

Learning Outcomes and Assessment Criteria:

What this course offers:

• Introduction to Complaints: 

  • Identify different forms of complaints

• Receiving and Acting on Complaints:

  • Understand Health and Social Care Act (Regulated Activities) Regulations 2014: Regulation 16.

  • Discuss effective and accessible systems for identifying, receiving, handling and responding to complaints.

  • How complaints are made and received. 

  • Identify when and how CQC should be informed of complaints. 

  • Time frames for responding to complaints.

• Investigating Complaints:

  • Key skills required to handle complaints effectively

  • Key skills needed to build rapport and engage with the complainant

  • Understand empathy required whilst maintaining control of the situation

  • Establish complainant’s needs through questions and listening

  • Identify how to diffuse difficult emotional responses

  • Responding to complaints

At the end of the training session, there is a written assessment to evidence the learning of the attendees.

This course can be tailored to the bespoke needs of the customer.  Please speak to a member of the sales team for further details.