Complaints

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Course Details:

Complaint Investigating Officers

• Audience: Senior Nurse (Band 6 and above), Senior AHP, Consultant, Divisional or Directorate Manager, or investigating formal complaints is specific to your role

Objectives

• Provide an overview of the Trust’s procedures for handling complaints;
• Clarify the role of the Complaint Investigating Officer;
• Develop an understanding of how complaints should be investigated and responded to;
• Answer any questions you may have.

All other staff

Objectives

• Identify common experiences and expectations in relation to making a complaint.
• Recognise the importance of attempting to deal with complaints locally.
• Recognise that you have a role in helping a complainant.
• Identify the key elements in supporting a complainant.
• Identify the resources available to you and the complainant.
• Be aware of the formal process.