COMPLAINTS HANDLING

“Good complaint handling should be led from the top, focused on outcomes, fair and proportionate, and sensitive to complainants’ needs. The process should be clear and straightforward, and readily accessible to customers. It should be well managed throughout so that decisions are taken quickly, things put right where necessary and lessons learnt for service improvement” (Parliamentary and Health Service Ombudsman, 2008)

The purpose of this module is to provide the learner with the skills on how to recognise a complaint and how to effectively manage complaints within the workplace.

Following the completion of this module, you should be able to;

• Recognise a complaint
• Demonstrate empathy whilst maintaining control of the conversation
• Accurately record, investigate and provide an outcome following a complaint
• Identify and describe the key steps in the complaints process
• Recognised the key skills and qualities needed to handle complaints effectively including empathy, building rapport and engaging with the service user/customer