Complaint handling

Complaints are on the rise in a society where patient demands and expectations are higher than ever. Dealing with a face-to-face complaint can be intimidating and even frightening. The possibility exists to transform a complaint into a favourable review if it is handled well.

PCC’s training programme is designed to equip all staff working in general practice with the knowledge and skills to manage patient complaints effectively, in line with NHS England standards and the NHS Constitution. The course explores the full complaints procedure, including who can make a complaint, the roles of the complaints manager and responsible person, and the importance of timely, empathetic responses. We’ll look at the reasons patients complain and discuss ways to address the issue or perhaps even avoid the complaint altogether

Participants will learn how to distinguish between informal concerns and formal complaints, understand the role of PALS and complaints teams, and apply best practices for resolution.

Real-world scenarios and interactive discussions are used to help staff build confidence in handling sensitive situations professionally and compassionately.