Course Profile

Course Profile: Complaints Procedure (1 Day)
No matter how 'good' an organisation may be, things do go wrong and organisations can always learn and improve by listening non-defensively to the Customer experience. Mature organisations should welcome complaints and suggestions and make the process as simple as possible.
This course explores why an organisation needs a complaints procedure, how to implement it successfully and how to support people in a respectful and empathic way to complain or give feedback.
The course is informed by the Safeguarding Pan London Guidelines, or Local Authority's guidelines when out of London, the company policy as well as 'Listening, Responding & Improving' (DoH 2010).
The course provides some knowledge for
NHS KSF: Core 1.3; 4.3; 5.3
Care cert: 3
QCF: SHC 021
MIS (2012): 1.4
The course supports the Social Care Commitment.
The course is designed for all staff working at all levels in Health and Social Care. The course can be adapted for Commerce, Retail, Industry etc.
The course will help organisations meet the CQC fundamental standards.

Learning outcomes

By the end of the course learners should understand:

  • Why it is important to have a complaints procedures and the benefits for all involved
  • The potential negative outcomes resulting from the lack of procedures or lack of clarity
  • Why people and organisations often fear complaints
  • Is there a difference between feedback and complaints?
  • Different types of complaints & feedback incl. Formal, Informal, Suggestions, Compliments
  • The organisation's complaints procedure; to include:
    Methods, Timescales, Providing information, Feedback of outcomes etc.
  • Why it is important to record a complaint and factors to be considered:
    Non judgmental language, Appropriate confidentiality, Data Protection
  • Monitoring the progress of a complaint and what tends to block them
  • What tends to usefully facilitate a complaint being made
  • How to respond positively to complaints
  • The Person Centred techniques that help people appropriately disclose/share their views
  • How to assist people less able, to register a complaint
  • When it would be appropriate to engage in advocacy services, in everyone's best interest
  • When does a complaint become a Safeguarding issue and cross over into other polices and procedures?
Training methods utilised include: Discussion, PowerPoint, Small group work, Practice study, Tutor presentations, Handouts, Questions and Answers, Chalk and talk and Role-play.