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Complaints Handling for Practice and Service Managers UK

Course Content

1

Section 1: Why Complaints Matter

  • 1.1 What a Complaint Is, and What It Is Not

  • 1.2 Complaints as Safety and Quality Information

  • 1.3 The Cost of Getting It Wrong

2

Section 2: The Legal and Regulatory Framework Across the UK

  • 2.1 NHS and Social Care Complaints in England

  • 2.2 Wales, Scotland and Northern Ireland

  • 2.3 Independent and Self-Funded Services

  • 2.4 What Professional Regulators Expect

3

Section 3: Receiving Complaints Well

  • 3.1 Making It Easy to Complain

  • 3.2 Early Resolution at the Point of Service

  • 3.3 Acknowledging, Recording and Planning

  • 3.4 Consent, Representatives and Advocacy

4

Section 4: Investigating Fairly

  • 4.1 Proportionate Investigation

  • 4.2 Gathering and Weighing Evidence

  • 4.3 Fairness to Staff

  • 4.4 Linking Complaints to Other Processes

5

Section 5: Responding Well

  • 5.1 Writing a Good Response

  • 5.2 Apologising Meaningfully

  • 5.3 Meetings, Remedies and Redress

  • 5.4 Escalation and Ombudsman Involvement

6

Section 6: Difficult and Complex Situations

  • 6.1 Unreasonable or Persistent Behaviour

  • 6.2 Online Reviews and Social Media

  • 6.3 Complaints Involving More Than One Organisation

  • 6.4 When a Complaint Raises Fitness to Practise Concerns

7

Section 7: Learning, Governance and Culture

  • 7.1 From Individual Complaints to Organisational Learning

  • 7.2 Reporting and Governance

  • 7.3 Supporting Staff and Building a Learning Culture

  • 7.4 Data Protection Complaints and Other Specific Routes

8

Section 8: Conclusion and Key Points

  • Conclusion and Key Points

9

Section 9: References and Quick Reference

  • References and Further Reading

  • Quick-Reference Guide

10

Section 10: Reflection

  • Your reflective account