Complaints Handling Training Course
Online Training Course
Ad Vitam Learning
Summary
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Overview
Welcome to Ad Vitam Learning'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.
CPD
Description
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
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.
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.
Who is this course for?
Ad Vitam Learning’s complaints handling eLearning 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 and 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.
Requirements
Access to a PC, laptop, tablet, smartphone and access to the internet
Career path
- 2 points/credits towards continual professional development (CPD)
Questions and answers
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.
