Complaints Handling In Health & Social Care Training Level 1 - Online CPD Training Course

Complaints Handling In Health & Social Care Training Level 1 - Online CPD Training Course

Welcome to Octrac Consulting's complaints handling training course. This complaints handling e-learning course was developed to meet the required learning outcomes in the Skills for Health’s UK Core Skills Training Framework (CSTF), the Care Quality Commission (CQC) and various other regulatory bodies.

Study method - Online, self-paced (1 study hour)

Course format - Online (24/7 access), modular

Course Duration - Part-time (1 year access)

Qualification - Certificate of completion

Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones

Awarded Body – CPD Certification Service

Assessment and certification

At the end of this complaint handling course, learners will be required to complete an online assessment. On successful completion of the knowledge test (80% pass mark), learners will be able to download a FREE CPD certificate that is valid for one year.

We can also provide classroom based complaint handling training courses at any suitable UK venue. Contact our Support Team by telephone or via Email to make a booking.

Course accreditation

The content of this complaints handling training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

Course duration

It will take approximately 45 to 90 minutes to complete this e-learning course. The length of time to complete the course depends on the following:

• your prior knowledge and experience about complaints handling and customer service
• how quickly you can study and absorb the learning materials
• how much you can pace yourself once started

You are in full control of how long it takes to complete the course. You can go through the course in one sitting, or pause and come back later. Your progress will be recorded throughout and you will be able to start where you previously left off.

You can revise the online learning materials as many times as you like. Even after completing the course successfully (and obtaining your CPD) certificate, you will still have access to your learning materials for 365 days.

Course aims and objectives

• To provide the learner with a clear understanding of the legislation regarding complaints handling
• To provide essential online learning resources in an engaging and meaningful way
• To provide a FREE blended learning environment that is available to all individuals and businesses
• Be able to know and explain the main models for complaints handling

What is covered in this online course?

• An introduction to the key principles of complaints handling
• Why it is important to handle complaints effectively
• Defining a complaint
• Understanding why people complain
• Identifying a complaint as a gift
• Why it is important to understand customer needs when they complain
• Steps for handling customer complaints
• Understanding customer characteristics
• How to handle patient/service user complaints
• Key steps to handling complaints successfully
• Why it is important to understand what your customers/service users really think
• Strategies for service recovery (following a complaint)
• Some important statistics relating to healthcare and social care complaints
• How to handle difficult customers
• How to handle patient/service user feedback
• What happens if the complainant is unhappy?
• How to make a complaint (NHS services)
• How to complain about adult social care services

Why choose Octrac Consulting’s online training courses?

There are benefits of choosing Octrac Consulting as your e-learning training provider, including:

• Over 1000 training courses available
• National Skills Academy for Health national delivery partner
• UK accredited e learning provider
• Internationally recognized CPD certificates
• SCORM compliant e-Learning courses
• TIN CAN compliant e-Learning courses
• interactive online learning courses
• free blended learning environment for individuals and organizations
• competitively priced online training courses
• meet UK compliance requirements
• reduce organizational carbon footprint
• immediate access to online learning materials
• minimize travel costs and man hour costs of classroom training
• minimize hours and days spent away in classroom training
• download or print CPD certificates on completion

Complaints Handling In Health & Social Care Training Level 1 - Online CPD Training Course

The Mandatory Training Group’s complaints handling e-Learning course should be completed by all healthcare and social care staff. This includes:

• unpaid and voluntary staff working in NHS and private hospitals
• locum doctors
• locum allied health professionals
• agency nurses
• Healthcare assistants.

This online complaints handling course is also relevant for health and social care support workers, including charities, nursing homes and residential home staff.

This complaints handling course can be taken as a standalone CPD course or as part of online complaints handling training package or the wider online candidate mandatory training courses.

This online complaints handling course covers the main points relating to complaints handling in health and social care environments. It has additional online learning resources that provide more details for learners to refer to during the course and in practice.

Access to desktop, laptop, tablet or smartphone device.

The Mandatory Training Group’s online courses range from introductory modules at Level 1 to advanced and expert modules up to Level 6.

Our e-learning modules count towards CPD hours for professionals in various sectors to meet mandatory and statutory requirements.

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