Course Aims

To provide underpinning knowledge associated with best practice for handling complaints effectively. 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. 

Learning Outcomes

• 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.