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Course Summary

Virtual Training – Complaints Handling In Healthcare

This virtual training session will focus on the.  The emphasis will be on practicality and a process that can be incorporated into the health professional’s working day, as well as one that can be conducted remotely. This interactive and practical course will provide a structured approach to complaints handling and incident investigation.  Delegates will be guided through initial responses to complaints, letter writing, communicating with patients and families, along with gathering the evidence (including conducting interviews) conducting an analysis of the issues and evidence, and production of the final report.

The methodology taught will be one that can be incorporated into the health professional’s working day.

All techniques will be tested through role-play.


Delegates will learn:


  • How to communicate clearly and how to issue an apology
  • How to conduct meetings with patients and families
  • How to scope the complaint or incident
  • How to work with the duty of candour, information sharing and confidentiality
  • How to help staff produce excellent witness statements
  • How to conduct interviews with staff in a blame free/fair blame culture
  • How to manage your time including practical guidance on running a complaints investigation at the same time as undertaking your usual role
  • How to increase staff confidence in producing reports and ensure a consistent approach across the Trust with the provision of report formats and checklists



09.30am to 09.45am  Logon, technical knowhow and introductions

09.45am to 10.00am  Delegate’s experience of handling complaints and undertaking investigations is established.

10.00am to 10.15am  An overview of a systems-based approach.

10.15am to 10.45am  Gathering information; a report is only as good as the information it is based on.

10.45am to 11.00am  Coffee Break

11.00am to 11.45am  Scoping case study

11.45am to 12.15am  Meeting with family members, carers and patients

12.15am to 12.30pm Role play

12.30pm to 1.00pm   Lunch

1.00pm to 1.15pm      Recap on the mornings’ key lessons

1.15pm to 1.45pm      Critical Analytical skills – how to prepare for interviews. How to conduct interviews with staff members and families

1.45pm to 2.30pm      Exercise

2.30pm to 2.45pm      Tea Break

2.45pm to 3.15pm      Using timelines to structure analysis

3.15pm to 3.45pm      Drafting response letters

3.45pm to 4.00pm      Summary, questions, conclusion and feedback