Course Summary

The Parliamentary and Health Service Ombudsman recently published a Learning from Complaints: insights from NHS trust leaders briefing paper which highlighted the challenges faced by NHS trusts, including rising complaint volumes, strained patient relationships, AI generated complaints and concerns around communication.

Our timely Handling Patient Complaints online training course equips you with the knowledge and practical tools to transform how complaints are managed across your organisation. Learn how to protect and enhance your reputation by responding to patient concerns with empathy, transparency, and professionalism.

Gain expert guidance on resolving complaints effectively, identifying key learnings, and using insights to enhance patient safety and care quality. Take away practical strategies to streamline complaint handling processes, enabling quicker, simpler, and more consistent responses. You will also update your knowledge of the NHS Complaint Standards and understand how to manage complaints alongside the Patient Safety Incident Response Framework (PSIRF).

Led by an expert trainer, this course explores proactive communication techniques that foster trust, encourage openness, and support a more collaborative approach to complaint handling. Learn how to translate feedback and safety incidents into meaningful improvements, strengthening relationships with service users, stakeholders, and regulators.

By the end of the course, you will be confident in turning complaints into powerful drivers for improvement, enhancing trust, and preventing systemic issues from recurring.