Learning from Complaints course for Management and Administration

This session considers leadership methods for the handling of complaints arising from healthcare. It looks at why these complaints are made, how they are dealt with and how they can be used to improve practice. This session also supports the development of leadership in clinical settings.

Learning Objectives

By the end of this session you will be able to:

• Describe types and sources of complaints
• Describe common reasons for complaints being made
• Explain how information from complaints can be used to improve services and individual performance
• Identify and critique local processes for handling and managing complaints
• Identify any areas for future personal development arising from the module
• Demonstrate your contribution to leadership by identifying ways the service can constructively use complaints