Complaints Handling in Health & Social Care - Level 1 - Online Course - CPD Accredited

The Mandatory Training Group
Delivery Method: e-Learning

Complaints Handling in Health & Social Care - Level 1 - Online Course - CPD Accredited.

Welcome to The Mandatory Training Group's online Complaints Handling in Health and Social Care training course for front-line healthcare and social care providers. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).

This course covers complaints handling in health and social care settings. Although most people have no problems when using health or social care services, sometimes things can go wrong.

If patients or service users are unhappy with the care or treatment they have received, they have the right to:

  • Make a complaint,
  • Have that complaint investigated, and
  • Be given a full and prompt reply.

Course content

This online Complaints Handling in Health and Social Care training course covers the following:

  • An introduction to the critical 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 essential to understand customer needs when they complain,
  • Steps for handling customer complaints,
  • Understanding customer characteristics,
  • How to handle patient/service user complaints,
  • Critical steps to handling complaints successfully,
  • Why it is essential to understand what your customers/service users think,
  • Strategies for service recovery (following a complaint),
  • Some vital 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 and other services), and
  • How to complain about adult social care services.

Who is the course for?

This online Complaints Handling in Health and Social Care training course should be completed by those who work in health and social care services including:

  • NHS medical, nursing, AHP and care staff,
  • Locum doctors and nurses,
  • Locum allied health professionals (AHPs),
  • Agency nurses,
  • Agency workers,
  • Healthcare assistants,
  • Support workers,
  • Care assistants, and
  • Community services.

Course aims

The aims and objectives of this online Complaints Handling in Health and Social Care training course are to improve learners’ understanding of how to handle complaints in health and social care settings

Learning outcomes

On completion of this online Complaints Handling in Health and Social Care training course, the learner will know more about:

  • The fundamental principles of complaints handling,
  • Why it is important to handle complaints effectively,
  • Understand why people complain,
  • Understand why it is essential to understand customer needs when they complain,
  • Steps for handling customer complaints,
  • How to handle patient/service user complaints,
  • Strategies for service recovery (following a complaint),
  • How to handle difficult customers, and
  • How to handle patient/service user feedback.

Download Full Course Description (PDF)

Complaints Handling in Health & Social Care - Level 1 - Online Course - CPD Accredited.

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