Complaints Handling in Health & Social Care - Level 1

The Mandatory Training Group
Delivery Method: e-Learning

Who is this complaints handling training course for?

The Mandatory Training Group’s complaints handling eLearning course should be completed by all healthcare and social care staff. This includes unpaid and voluntary staff working in NHS and private hospitals, locum doctors, locum allied health professionals, agency nurses and healthcare assistants. This online complaints handling course is also relevant for health and social care support workers, including charities, nursing homes and residential home staff.

This online complaints handling course covers the main points relating to complaints handling in health and social care environments. It has additional online learning resources that provide more details for learners to refer to during the course and in practice.

Course aims and objectives

  • To provide the learner with a clear understanding of the legislation regarding complaints handling
  • To provide essential online learning resources in an engaging and meaningful way
  • To provide a FREE blended learning environment that is available to all individuals and businesses
  • Be able to know and explain the main models for complaints handling

What is covered in this online course?

  • An introduction to the key principles of complaints handling
  • Why it is important to handle complaints effectively
  • Defining a complaint
  • Understanding why people complain
  • Identifying a complaint as a gift
  • Why it is important to understand customer needs when they complain
  • Steps for handling customer complaints
  • Understanding customer characteristics
  • How to handle patient/service user complaints
  • Key steps to handling complaints successfully
  • Why it is important to understand what your customers/service users really think
  • Strategies for service recovery (following a complaint)
  • Some important statistics relating to healthcare and social care complaints
  • How to handle difficult customers
  • How to handle patient/service user feedback
  • What happens if the complainant is unhappy?
  • How to make a complaint (NHS services)
  • How to complain about adult social care services

Assessment and certification

At the end of this complaint handling course, learners will be required to complete an online assessment. On successful completion of the knowledge test (80% pass mark), learners will be able to download a FREE CPD certificate that is valid for one year.

Course accreditation

The content of this complaints handling training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines..

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