Complaints Handling Online Training

Course Title: Complaint Handling eLearning Course

Module 1: Introduction to Complaint Handling

• Objective: Understand the fundamentals of complaint handling.
• Key Points:
  • Definition of comments and complaints.
  • The role and importance of effective complaint handling in service quality.

Module 2: Responding to Comments and Complaints

• Objective: Learn how to respond to comments and complaints in compliance with legislation and organisational policies.
• Key Points:
  • Procedures for responding to comments and complaints.
  • Legal and organisational guidelines for handling complaints.
  • Best practices for addressing and resolving complaints.

Module 3: Seeking Advice and Support

• Objective: Identify sources of advice and support for handling complaints.
• Key Points:
  • Who to approach for guidance on complaint handling.
  • Internal and external resources available for support.
  • How to effectively use these resources to resolve issues.

Module 4: Learning from Comments and Complaints

• Objective: Understand the significance of learning from feedback to enhance service quality.
• Key Points:
  • Methods for analysing and interpreting feedback.
  • How to implement changes based on feedback.
  • The impact of continuous improvement on service quality.

Module 5: Recognising Adverse Events, Incidents, Errors, and Near Misses

• Objective: Identify and understand various types of adverse events and near misses.
• Key Points:
  • Definitions and examples of adverse events, incidents, errors, and near misses.
  • Techniques for recognising and documenting these events.
  • The role of accurate reporting in quality improvement.

Module 6: Protocols for Handling Adverse Events

• Objective: Learn the do’s and don’ts in relation to adverse events, incidents, errors, and near misses.
• Key Points:
  • What actions to take when adverse events occur.
  • What actions to avoid to prevent further issues.
  • Case studies and examples of proper handling.

Module 7: Legislation and Reporting Procedures

• Objective: Identify relevant legislation and reporting procedures for adverse events and complaints.
• Key Points:
  • Overview of relevant legislation related to reporting and handling complaints and adverse events.
  • Organisational policies and procedures for reporting incidents.
  • How to ensure compliance with legal and organisational requirements.

Module 8: Summary and Best Practices

• Objective: Review key learnings and best practices for effective complaint handling.
• Key Points:
  • Recap of key concepts from the course.
  • Best practices for handling complaints and adverse events.
  • Final thoughts on improving service quality through effective complaint management.

Assessment and Certification

• Objective: Assess understanding and provide certification.
• Key Points:
  • Online quiz or assessment to evaluate comprehension.
  • Certificate of completion for successful participants.

Learning Outcomes

At the end of the training, participants will be able to:

• Respond to comments and complaints effectively, following legislation and organisational guidelines.
• Identify appropriate sources for advice and support in managing complaints.
• Recognise the importance of learning from feedback to enhance service quality.
• Detect and document adverse events, incidents, errors, and near misses accurately.
• Understand and implement correct procedures for managing these events.
• Comply with relevant legislation and organisational policies for reporting and handling issues.

When will I get my certificate?

Once you have successfully passed our course you will be able to download and print your certificate immediately.

As this course has been accredited by the CPD Group your certificate will contain the CPD logo and unique reference number.

Questions and Answers

1. What are the 5 stages of complaint handling?

• Complaint handling typically involves five stages: acknowledgment, investigation, resolution, communication, and evaluation.

2. What are the 5 key factors of complaints handling?

• The five key factors in complaints handling are transparency, accountability, fairness, efficiency, and communication.

3. What is NHS complaints handling training?

• NHS complaints handling training is a program that helps healthcare professionals learn how to effectively handle complaints, ensuring quality care and patient satisfaction.

4. What are the 3 principles of complaint handling?

• The three principles of complaint handling include fairness, accountability, and transparency.

5. What are the 4 types of complaints?

• Complaints can fall into four main categories:
  • clinical,
  • non-clinical,
  • service-related, and
  • conduct-related complaints.

6. What are the 4 types of common complaints?

• Common complaints in healthcare may involve issues related to waiting times, communication, cleanliness, and staff behavior.

7. What is the most common NHS complaint?

• The most common NHS complaints often involve issues with appointment delays, staff behavior, and communication problems.

8. How do I manage complaints in the NHS?

• To manage complaints in the NHS, it’s essential to follow established procedures, ensure transparency, and communicate effectively with patients and their families.

9. How do CQC deal with complaints?

• The Care Quality Commission (CQC) typically investigates complaints about healthcare providers to ensure they meet the necessary quality standards.

10. What are the 7 core values of the NHS?

The seven core values of the NHS include commitment to quality of care, compassion, improving lives, working together for patients, respect and dignity, everyone counts, and commitment to patient safety.

11. How long should an NHS complaint take?

NHS complaints should ideally be resolved within a specific timeframe, often within a few weeks. However, more complex cases may take longer.

12. How many principles are there to good complaints handling in the NHS? –

There are three main principles to good complaints handling in the NHS: transparency, fairness, and accountability.

13. What is the first thing you should do when receiving a complaint?

The first step when receiving a complaint is to acknowledge it promptly and ensure the complainant feels heard and understood.

14. What happens when you whistleblow to CQC?

When you whistleblow to the Care Quality Commission (CQC), they will investigate the concerns you’ve raised regarding a healthcare provider’s quality of care.

15. Does all complaints need to be handwritten?

No, complaints do not need to be handwritten. They can be submitted in various formats, including online, email, or in person, as long as they are documented and addressed appropriately.

How can I purchase in bulk?

We have a few options depending on the volume you wish to purchase.

The quickest and easiest way is to buy online using one of our bulk deal offers. Links are below.

Alternatively, you can call us on 01782 563333 or email enquiries@caringforcare.co.uk

5 Courses For £50

10 Courses For £75

25 Courses for £125