Workplace Compliance
Workplace Compliance
Complaints Handling
Delivery:
eLearning
Accreditation:
This course is CPD certified.
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Trusted By 5,000+ Care Providers
About this course
This course is to develop your knowledge and understanding of how to handle complaints. You will also explore how complaints can be used to improve services.
The course begins by explaining what a complaint is and what it is not. You will learn how to deal with anonymous complaints.
In stage two, you will learn how to resolve complaints utilising a range of skills including building rapport, active listening and confirming understanding. Stage three will examine difficult behaviours including the attitude and behaviour of the complainant and unreasonable repeated complaints before exploring how to manage them by drawing on your assertiveness skills. The course ends with the identification of an individual’s right to complain and what they can do if a complaint to a service provider has not be resolved to their satisfaction.
Learning Outcomes
On completion of this course learners should know and understand the following:
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Define complaint.
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Know the difference between a complaint, first time service request and an appeal.
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Know how to respond to anonymous complaints.
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Know what the individual may want to resolve the complaint.
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Know how to build rapport.
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Know how to practice active listening.
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Know how to confirm understanding.
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Know what makes behaviour difficult to manage.
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Know how to manage difficult behaviour.
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Know a range of assertive techniques.
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Know where to seek help to respond to a complaint.
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Know the right an individual has to complain.
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Know the role of the local authority/Care Commissioner, Regulator and Ombudsman for responding to complaints.
Course Syllabus Includes
- What is a complaint?
- First time requests
- Appeals
- Anonymous complaints
- What an individual wants
- Resolving complaints
- Building rapport
- Barriers to building rapport
- Active listening
- Barriers to active listening
- Confirming understanding
- Difficult behaviour
- Managing difficult behaviour
- Assertiveness skills
- Rights to complain
- Role of the Ombudsman
Get the Training You Need to Make a Real Difference in People’s Lives
Are you looking to upskill your health and social care team? Or are you a care professional seeking to enhance your career prospects? With our wide range of accredited and cost-effective online courses, expert support, and outstanding customer service, we are here to help you achieve your goals. Contact us today to talk to our experts.
Real-time tracking and reporting for every learner
Prove compliance in seconds with Atlas LMS
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Real-time reporting
See your whole team's training status at a glance with instant dashboards and the Training Matrix export.
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Audit-ready certificates
Download and print up to 500 certificates in just four seconds, ready to show during a CQC inspection.
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Automated reminders
Atlas flags upcoming refresher dates automatically, so mandatory training never lapses unnoticed.
Feel fully supported with ongoing support from the Careskills Academy team.
Stay in control with your whole training system in one secure online hub.
Save time with automated reminders and one-click compliance reporting.
Frequently Asked Questions
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Yes. Every completion is recorded in Atlas, so managers can check who’s completed the course, who’s in progress, and download certificates and reports for CQC evidence at any time.
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Yes. Careskills Unlimited pricing scales down per user as your team grows, from £6.67 per user/month for 5–10 staff, down to £2.92 per user/month for 101–150 staff, with a bespoke quote available for organisations with no limit on staff or courses.
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You can choose the option that best suits your organisation. Buy a credit for just this course from £12.30, or get unlimited access to Moving and Handling and 170+ other accredited courses with a Careskills Unlimited plan.
Krisztina K
Level 3 AET was incredible. Loved it
"I loved the entire process as it was well supported with resources and templates. I enjoyed filling out the booklet and learning new things. The professional discussion with Zoe was the highlight of the program. It's just so good to talk to a fellow trainer outside of work and learn from each other. Highly recommend the course of level 3 AET!"
Emily Martin
Cannot fault the quality service given to me
"Starting off a new company Careskills guided me through with training for my staff and their attentiveness has been next to none, cannot fault the quality service given to me. Always quick responses and any problems are resolved promptly. Will always continue to use this company as my company grows for the training for my staff. "
R Pinsent
Customer service are very helpful
"Customer service are very helpful and there are a large variety of courses online which allow our staff to complete mandatory training in line with CQC requirements in a timely manner. Course content is informative and easily digestible and i wouldn't hesitate to recommend Careskills academy."
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