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Courses (click below)
Complaint Handling
Complaint Handling

Three hours

Introduction / Refresher

All levels and disciplines of staff

To enable staff of all levels and disciplines respond to complaints promptly and effectively.

Up to 15 students

- Why people complain
- Consequences of poor complaint
   handling
- Advantages of good complaint
   handling
- Key steps in dealing with complaints
- Importance of a calm approach
- Listening and questioning skills
- Recording complaints
- Knowledge test

Lecture, group discussion and practical
exercises.

Students are assessed on the basis of
their performance of the exercises and
in the summative test at the end.

- Care Standards Act regulations
- Skills for Care Induction Standards
- National Vocational Qualifications

- Attendance forms
- Course notes / handouts
- Knowledge tests
- Training records
- Feedback forms
- Certificates of Achievement

Dependent on your training needs.
Call 020 3115 1039 for a quote
!
Course title:

Duration:

Level:

Suitable for:

Aim:
"She pointed down the corridor and said 'Talk to the manager'. Then she turned her back on me and walked off. I was so angry!"

This three-hour course helps staff of all levels and disciplines respond to complaints promptly and effectively.
Class size:

Content:
Method:


Assessment:



Supporting:

Provided:
Cost:



This course description is not a contract and content may be subject to change.
Call Michael today on 020 3115 1039
or email
info@michaelhughestraining.com
© Michael Hughes 2008
Better
training,
better
staff!

Michael Hughes MSc BSc(Hons) RN DipN ENB 998 ENB 978 Cert HPM FRSPH FIHPE PTLLS
Healthcare Training 79 Lodge Lane, North Finchley, London N12 8JG  Tel/Fax: 020 3115 1039
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