Complaints handling in primary care - overview


Complaints are common and rising year on year.  It is important that complaints are handled effectively to avoid matters escalating and to encourage continuous improvement in patient care.

This course aims to improve your confidence when handling complaints at the local resolution stage. It covers:

  • an overview of the NHS complaints procedure in England
  • how to identify a complaint
  • how to handle complaints made by third parties
  • how to investigate a complaint
  • the practical steps of complaint handling, by working through a fictional complaint.

The course is primarily aimed at practice managers and GPs who are involved in or responsible for the handling of complaints for the practice.

It may also be of some general interest to any GP who would like an overview of complaints handling in primary care.

You will have the opportunity to test your knowledge as you work through the course and in a short end of module quiz. Upon finishing, you will be able to download a certificate of completion.

The course is made up of 12 chapters. If you do not have time to complete the course in one sitting you can save your progress by clicking on the power button in the blue navigation bar.


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