Complaints Handling

To provide underpinning knowledge associated with best practice for handling complaints effectively and to raise awareness of complaints being regarded as an opportunity to improve standards within the service.

To promote the safety and well-being of all patients who require care.


By the end of the course, candidates will be able to:

  • Understand the role of the CQC in overseeing standards in UK care services
  • Understand why complaints matter
  • Give examples of the types of complaints and conflict that may occur
  • Describe content of the work setting policy and procedure
  • Explain the importance of being aware of own spoken language and body language
  • Describe how to respond to complaints
  • Discuss own role and limitations when dealing with complaints
  • Understand the importance of learning from complaints



Learners will be assessed by:

  • Ability to answer questions during course
  • Discussion following feedback from activities


Course content

  • What is a complaint?
  • Complaints matter
  • Who are complaints made to?
  • Consequences of complaints
  • Learning from complaints
  • Monitoring
  • Encouraging complaints
  • How clients should feel
  • Key principles
  • CQC comments
  • Policy
  • Procedures
  • Understanding behaviour
  • How to respond
  • Mind your spoken language
  • Mind your body language
  • Responding to complaints
  • Resolving conflicts
  • Negotiating skills
  • Accessing support
  • Handling complaints
  • Mistakes
  • Don’t be afraid to talk


Medex Group Limited
Botanical Gardens Business Centre,
3 Southbourne Road,
S10 2QN

t: 0114 266 5264
e: info@medexgroup.co.uk



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