The aims of this course is to greater increase your knowledge of complaints and how to manage them, as well as the relevant legislation.
- Demonstrate how to respond to comments and complaints in line with legislation and agreed ways of working;
- Describe who to ask for advice and support in handling comments and complaints;
- Explain the importance of learning from comments and complaints to improve the quality of service;
- Describe how to recognise adverse events, incidents, errors and near misses;
- Explain what you must and must not do in relation to adverse events, incidents, errors and near misses; and
- Identify the legislation and agreed ways of working in relation to reporting any adverse events, incidents, errors and near misses.
The key points covered in this course are:
- Reasons for complaints
- Responding
- Investigating
- Types of situation
- Complaints handling processes
LEARNING OUTCOMES
On completion of this course, learners should know and understand the following:
- Understand the primary reasons for complaints and use them to improve your business
- Know how to respond to complaints over the phone, via email or letter, through social media, or from a review
- Be able to investigate complaints in a timely and successful manner
- Learn how to respond appropriately to a range of situations
- Become skilled in implementing and reviewing a complaints handling process
ENTRY & LEVEL
There are no barriers to entry on this course. This is an awareness course, suitable for all.
CERTIFICATION
On completion of this course, either download your certificate or access at a later date online.
ACCREDITATIONS
This course is CPD accredited. It meets accepted Continuing Professional Development (CPD) guideline