Complaint Handling, Escalation and Patient Relations

Overview
Course Outline
Scheduled Dates

Course Overview

Complaints are often a symptom of unmet expectations, unclear communication, or inconsistent service delivery. This course provides a professional, structured approach to receiving, assessing, escalating, and resolving complaints in healthcare settings. Participants will strengthen patient relations skills, improve response consistency, and ensure that complaint insights are translated into service improvements that reduce recurrence and strengthen trust.

Objective:

Participants will be able to:

Apply a consistent, professional complaint handling approach
Communicate with empathy and clarity during dissatisfaction
Use escalation pathways appropriately and confidently
Maintain confidentiality, dignity, and governance compliance
Document outcomes effectively and consistently
Turn complaint insights into service improvement actions

Course Outline

Day 1

Understanding complaint drivers in healthcare
Patient perception, expectations, and trust impacts
Professional receiving behaviours and language
Recognising risk and urgency indicators

Day 2

Complaint response frameworks and consistency
Acknowledgement, reassurance, and expectation setting
Managing timeframes and follow-up discipline
Maintaining professionalism under pressure

Day 3

Escalation decision-making and pathways
Coordinating resolution across teams
Managing challenging behaviour safely
Restoring confidence without over-promising

Day 4

Documentation standards and governance alignment
Root cause thinking for non-clinical issues
Learning loops and preventing recurrence
Service recovery alignment and reporting

Day 5

Building strong patient relations culture
Training teams for consistency and confidence
Measuring complaint handling performance
Continuous improvement plan and service standards

Schedule & Fees

Select Month

All
August
October
December

Location

All
Dubai
London

Popular

Complaint Handling, Escalation, and Patient Relations

Date: 24 - 28 Aug 2026

Duration: 5 Days

Venue: London

Price: £4,500

Popular

Complaint Handling, Escalation, and Patient Relations

Date: 05 - 09 Oct 2026

Duration: 5 Days

Venue: London

Price: £4,500

Popular

Complaint Handling, Escalation, and Patient Relations

Date: 07 - 11 Dec 2026

Duration: 5 Days

Venue: Dubai

Price: £4,500

Complaint Handling, Escalation, and Patient Relations

Date: 24 - 28 Aug 2026

Duration: 5 Days

Venue: London

Price: £ 4,500

CPD Standards

Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.

100000+ Members in
59+ Countries with
3000+ Chapters

Why Choose London Training For Excellence?

Reliability

We will never cancel a confirmed booking
Support

We offer around the clock support
Tailored

We customise our courses to suit your personal learning needs
Quality

Our courses are delivered by highly experienced industry experts
Recognition

All our courses are accredited by the CPD Standards Agency

Frequently Asked Questions

How can training courses be used as a company benefit?

Training is hugely beneficial to both yourself and your company. It enables you to employ new technologies, increases your productivity and enables you to be more autonomous. Have a look here at our infographic on the importance of training and development!

How often do you update your course content to ensure relevancy?

Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.

Do you keep your classroom environment and instructional methodologies current with today’s real-world workplace?

Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.

Are your courses eligible for professional certification?

Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.

Get In Touch Today