Complaint Handling

Appreciating & Understanding Complaints

· Defining complaints,

· Why people complain & valuing complaints.  

Good practice in complaint handling

· Standards for better health & Core standards

· Access, Discrimination

· Appropriate action & learning

· Good administration

Effective complaints investigation & responses

· Stages of an effective complaints management process

· Receipt and acknowledgement of the complaint

· Assessment of complaint

· Investigation of complaint

· Responding to the complaint

. Resolving the complaints

. Positive or negative word of mouth

Tools & templates to support effective complaints handling

· Sample consent forms

· Guidance to suitability of complainants

· Suggested acknowledgements

. Sample investigation action plan

. Template witness statement

· Risk assessment tools

. Suggested response

Learning from complaints

· Introduction

· Taking the lesson forward

. Analysis and reporting

Group discussion

Case studies