Lessons

1. Brief description of Complaints

   Easy

   2 mins

   Understand individuals’ rights to raise complaints under the NHS Constitution Learn the complaint process and procedures Identify key NHS commitments regarding complaints
2. Module 1 : Introduction

   Easy

   2 mins

   Understand individuals’ rights to complain under the NHS Constitution Learn the complaint procedure for service users Identify key NHS commitments
3. Module 2 : Roles and responsibilities

   Easy

   1 min

   Understand the roles of individuals involved in the complaints procedure Recognize key responsibilities in managing complaints effectively
4. Module 3 : Receiving a complaint

   Easy

   3 mins

   Understand how complaints can be made Identify who can make a complaint and who can complain on someone’s behalf Understand different types of complaints
5. Module 4 : Handling a complaint

   Easy

   6 mins

   The initial interaction with a complainant is crucial. It helps to: Understand and accurately assess their concerns Achieve a faster and more effective resolution Build trust and a positive working relationship