How to Deal with Complaints in Care
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
References

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Katherine Cutts
Junior Designer at Company

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Daniel Smith
Mobile Developer at Busines
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