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
- Advantages of good complaint
- Key steps in dealing with complaints
- Importance of a calm approach
- Listening and questioning skills
- Recording complaints
- Knowledge test
Lecture, group discussion and practical
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!
"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.
This course description is not a contract and content may be subject to change.
Call Michael today on 020 3115 1039
or email firstname.lastname@example.org
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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