Complaint Handling

Cost: £6.00

Welcome to our Complaint Handling online training module. Upon completion, you will receive a certificate of completion. The course duration is approximately 1 hour and will earn you 1 CPD point. You have 6 months from the date of purchase to finish this training.

This module covers various topics related to Complaint Handling online training module including

1. Introduction to Complaint Handling:
• Importance of effective complaint handling in healthcare settings.
• Legal and regulatory requirements related to complaint handling in the UK.

2. Understanding Patient Complaints:
• Definition and types of patient complaints.
• Common reasons for patient complaints in healthcare.

3. Complaint Resolution Process:
• Overview of the complaint resolution process in healthcare.
• Steps involved in handling and resolving patient complaints.
• Roles and responsibilities of healthcare workers in complaint handling.

4. Effective Communication Skills:
• Importance of effective communication when dealing with complaints.
• Active listening techniques.
• Empathy and compassion in communication.
• De-escalation techniques for managing difficult situations.

5. Complaint Documentation and Record-Keeping:
• Importance of accurate and thorough documentation of complaints.
• Legal and confidentiality considerations in complaint documentation.
• Best practices for maintaining complaint records.

6. Responding to Complaints:
• Strategies for providing timely and appropriate responses to patient complaints.
• Writing clear, concise, and empathetic response letters.
• Addressing and acknowledging patient concerns.

7. Conflict Resolution and Mediation:
• Techniques for resolving conflicts and mediating disputes.
• Strategies for managing challenging interactions with complainants.
• Collaboration with other team members and stakeholders in resolving complaints.

8. Learning from Complaints:
• Importance of learning from patient complaints for quality improvement.
• Analyzing trends and patterns in complaints.
• Implementing changes and improvements based on feedback.

9. Confidentiality and Data Protection:
• Maintaining patient confidentiality and data protection during complaint handling.
• Compliance with the Data Protection Act and General Data Protection Regulation (GDPR).
10. Self-Care and Emotional Resilience:
• Recognizing the emotional impact of complaint handling on healthcare workers.
• Strategies for self-care and maintaining emotional resilience.
• Seeking support and resources for managing emotional challenges. Information securely online

The learning outcomes are.

1. Understanding the emotional burden that healthcare workers may experience when handling complaints.
2. Recognizing the importance of empathy and compassion in complaint handling.
3. Knowing how healthcare organizations can support the emotional well-being of healthcare workers involved in complaint handling.
4. Understanding the role of training and education in equipping healthcare workers with the necessary skills for effective complaint handling.
5. Recognizing the importance of peer support and mentoring in creating a supportive environment for healthcare workers.
6. Understanding the significance of recognizing and celebrating successes in complaint handling to boost morale and motivation.
7. Knowing the importance of self-care and well-being for healthcare workers involved in complaint handling.
8. Understanding the value of continuous improvement and a learning culture in complaint handling.
9. Recognizing the role of organizational support in providing clear guidelines, resources, and a supportive leadership culture.
10. Understanding the importance of involving healthcare workers in decision-making and actively seeking their feedback for continuous improvement in complaint handling processes.

We hope you find this module informative and beneficial for your professional development in Complaint Handling online training module.

If you need more information about this course, please contact Train Healthcare directly at 0208 3266 704 or email
Please note that refunds are not available for online training purchases.

Nursing and Midwife Council's (CPD Points).

It is necessary to complete 35 hours (35 Nursing CPD Points) of relevant CPD within the three-year period since your last registration renewal or since joining the register.
Of these 35 hours (35 Nursing CPD Points), a minimum of 20 hours (20 Nursing CPD Points), should be dedicated to participatory learning, which involves engaging in activities that facilitate interaction with other professionals.