How to Deal with Complaints in Care

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About the course

This module introduces the principles of complaint management in health and social care, covering what constitutes a complaint, how they contribute to service improvement, and the importance of fair and transparent resolution. Learners will explore how to differentiate first-time requests from formal complaints, navigate the appeals process, and understand key legal and ethical considerations in handling complaints effectively.

What will you learn

What Constitutes a Complaint?

Learn the key characteristics of a complaint, why complaints matter, and their role in improving care quality and maintaining trust.

First-Time Requests vs Complaints

Understand the difference between informal requests and formal complaints and how proactive communication can prevent escalation.

The Appeals Process

Explore how appeals work, the importance of fair reviews, and how they contribute to accountability and service improvement.

Anonymous Complaints

Recognise the challenges of handling anonymous complaints while ensuring transparency and responsiveness.

The Role of the Ombudsman

Understand how the Ombudsman investigates unresolved complaints and enforces fair outcomes in health and social care settings.

Course Content

Module 1: The Fundamentals of Complaints and Rights 11 Topics | 1 Quiz

Lesson Content

0% Complete 0/11 Steps

What Constitutes a Complaint? Part 1

What Constitutes a Complaint? Part 2

What Constitutes a Complaint? Part 3

What Constitutes a Complaint? Part 4

First-Time Requests vs Complaints Part 1

First-Time Requests vs Complaints Part 2

First-Time Requests vs Complaints Part 3

The Appeals Process Part 1

The Appeals Process Part 2

Anonymous Complaints

The Role of the Ombudsman in Complaint Resolution

Knowledge Check: Sorting Questions

Module 2: Resolving Complaints Through Communication and Trust 8 Topics | 1 Quiz

Lesson Content

0% Complete 0/8 Steps

The Importance of Effective Complaint Resolution

Steps for Resolving Complaints

Building Rapport with Complainants

Barriers to Building Rapport

Active Listening in Complaint Handling

Overcoming Barriers to Active Listening

Communicating with Clarity and Transparency

Using Feedback to Strengthen Complaint Handling

Knowledge Check: Sorting Questions

Module 3: Managing Difficult Behaviours and Situations 7 Topics | 1 Quiz

Lesson Content

0% Complete 0/7 Steps

Understanding Difficult Behaviours

Strategies for Managing Challenging Situations Part 1

Strategies for Managing Challenging Situations Part 2

Assertiveness in Complaint Handling Part 1

Assertiveness in Complaint Handling Part 2

Ensuring Mutual Understanding

Learning from Challenging Behaviours

Knowledge Check: Sorting Questions

Module 4: Upholding Legal and Ethical Standards in Complaint Handling 7 Topics | 1 Quiz

Lesson Content

0% Complete 0/7 Steps

Legal Rights of Complainants

Barriers to Complaining

Confidentiality and Data Protection Part 1

Confidentiality and Data Protection Part 2

Ethical Responsibilities in Complaint Handling

Learning from Complaints

Organisational Accountability

Knowledge Check: Sorting Questions

Case Study 1 Topic | 1 Quiz

Lesson Content

0% Complete 0/1 Steps

Case Study: Complaint Handling in a Care Home Setting

Additional Knowledge Check

References

References

Care Quality Commission (CQC). (2023). Complaints Matter: A Guide to Handling Complaints in Health and Social Care. [Online] Available at: https://www.cqc.org.uk/guidance-providers/complaints-handling [Accessed 2 Mar. 2025].
Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. (2014). SI 2014/2936. [Online] Available at: https://www.legislation.gov.uk/uksi/2014/2936/contents/made [Accessed 2 Mar. 2025].
Parliamentary and Health Service Ombudsman (PHSO). (2023). Bringing Fairness to Complaints in the NHS.[Online] Available at: https://www.ombudsman.org.uk [Accessed 2 Mar. 2025].
Local Government and Social Care Ombudsman (LGSCO). (2023). Handling Complaints in Adult Social Care.[Online] Available at: https://www.lgo.org.uk [Accessed 2 Mar. 2025].
Care Act 2014. (2014). c.23. [Online] Available at: https://www.legislation.gov.uk/ukpga/2014/23/contents[Accessed 2 Mar. 2025].
Consumer Rights Act 2015. (2015). c.15. [Online] Available at: https://www.legislation.gov.uk/ukpga/2015/15/contents [Accessed 2 Mar. 2025].
Equality and Human Rights Commission (EHRC). (2023). Ensuring Fairness and Equality in Complaints Handling. [Online] Available at: https://www.equalityhumanrights.com [Accessed 2 Mar. 2025].
National Institute for Health and Care Excellence (NICE). (2023). Person-Centred Approaches to Complaints in Health and Social Care (NG86). [Online] Available at: https://www.nice.org.uk/guidance/ng86 [Accessed 2 Mar. 2025].
NHS England. (2023). The NHS Complaints Procedure: A Guide for Health and Social Care Providers. [Online] Available at: https://www.england.nhs.uk/complaints [Accessed 2 Mar. 2025].
Health and Safety Executive (HSE). (2023). Handling Workplace Complaints and Ensuring Fair Procedures.[Online] Available at: https://www.hse.gov.uk [Accessed 2 Mar. 2025].
Acas. (2023). Managing Workplace Disputes and Complaints: Best Practice Guidance. [Online] Available at: https://www.acas.org.uk/workplace-complaints [Accessed 2 Mar. 2025].
Data Protection Act 2018 (GDPR). (2018). Ensuring Data Protection in Complaint Handling. [Online] Available at: https://www.legislation.gov.uk/ukpga/2018/12/contents [Accessed 2 Mar. 2025].
British Psychological Society (BPS). (2023). The Psychology of Complaints: Understanding Emotional Reactions and Behaviour in Complaint Handling. [Online] Available at: https://www.bps.org.uk [Accessed 2 Mar. 2025].
Public Health England (PHE). (2023). Addressing Complaints in Healthcare: Guidelines for Best Practice.[Online] Available at: https://www.gov.uk/government/publications/healthcare-complaints-guidance [Accessed 2 Mar. 2025].
The Human Rights Act 1998. (1998). c.42. [Online] Available at: https://www.legislation.gov.uk/ukpga/1998/42/contents [Accessed 2 Mar. 2025].