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Complaint Handling, Escalation, and Patient Relations
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- Healthcare Management
- Complaint Handling, Escalation, and Patient Relations
CPD StandardsInstant confirmationGlobal presenceComplaints 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.
Course Objectives
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
Who Should Attend?
Patient relations, complaints teams, supervisors, administrators, service managers, reception/admissions teams, quality teams.
Course Outline
- Understanding complaint drivers in healthcare
- Patient perception, expectations, and trust impacts
- Professional receiving behaviours and language
- Recognising risk and urgency indicators
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Accreditations
CPD Standards
Helping to develop learning worldwide.
ISO 9001:2015
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What our delegates say
Thank you for the opportunity for having attended Advanced Skills of the Bid and Tender Management Process from London Training for Excellence. It was a good experience as I find myself with added knowledge so as to contribute I a more quality manner to my com…
The course is very adaptable to everyday work and contributes to developing CSR framework in our own organisation. Very practical and useful.
The training provided by LondonTFE are very inspirational and thought provoking. The outlines are comprehensive and the method of teaching is mostly practice-oriented. The LondonTFE staff always been able to balance the composition of participants, which contr…
