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Course Summary

Complaints Handling

Basic Description of Course
This interactive and practical course will provide a structured approach to complaints handling through the use of systems analysis. The day will also cover letter writing, communicating with patients/service users/carers and families and conducting interviews. All techniques will be tested through role-play.


Course Content

  • Overview of a systems-based approach as it relates to complaints handling
  • Scoping the complaint; clarifying and breaking down the issues
  • Information collection
  • Interface with the Duty of Candour and complaints procedure
  • Meeting with patients and families
  • Letter writing; ensuring that all issues are covered
  • Interview techniques
  • Time management
  • Dealing with serial complainers


Course Timetable
9.30am to 10.00am             Coffee and Registration
10.00am to 10.30am           Delegate’s experience of handling complaints and undertaking investigations is established

10.30am to 11.15am             An overview of a systems-based approach
11.15am to 11.30am              Coffee Break
11.30pm to 12.00pm            Scoping case study; ensuring clarification of the issues
12.00pm to 12.30pm           Meeting with family members, carers and patients
12.30pm to 12.45pm            Role play
12.45pm to 1.15pm               Lunch
1.15pm to 1.45pm                 Interviews
1.45pm to 2.00pm               Exercise
2.00pm to 2.30pm              Using timelines to structure analysis
2.45pm to 3.00pm              Tea Break
3.00pm to 3.30pm              Drafting response letters including dealing with serial complainers
3.30pm to 4.00pm              Summary
4.00pm                                  Conclusion