Complaint Handling, Escalation, and Patient Relations

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.

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