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
Module 3 : Receiving a complaint
Easy
3:45 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
Module 2 : Roles and responsibilities
Easy
1:55 mins
Understand the roles of individuals involved in the complaints procedure
Recognize key responsibilities in managing complaints effectively
Module 1 : Introduction
Easy
2:15 mins
Understand individuals’ rights to complain under the NHS Constitution
Learn the complaint procedure for service users
Identify key NHS commitments
Brief description of Complaints
Easy
2:00 mins
Understand individuals’ rights to raise complaints under the NHS Constitution
Learn the complaint process and procedures
Identify key NHS commitments regarding complaints
Module 5 : case study
Easy
4:01 mins
Real Examples of NHS Fraud Cases
Fraud in healthcare can lead to serious legal consequences
These cases show how fraud affects NHS resources and public trust
Investigations are carried out by the NHS Counter Fraud Authority (NHSCFA) and related bodies
Module 4 : what to do if you suspect fraud
Easy
4:34 mins
Understand the correct procedures to follow when fraud is suspected
Module 3: Preventing fraud
Easy
8:32 mins
Learning Objectives:
Understand different types of fraud and how they occur
Identify practical steps to prevent fraud
Module 2 : NHS counter Fraud Authority
Easy
3:38 mins
Understand the role of the NHS Counter Fraud Authority
Learn the responsibilities of a Local Counter Fraud Specialist (LCFS)
Module 1 : Understanding Fraud
Easy
4:24 mins
Learning Objectives:
Understand what fraud is
Identify who may commit fraud
Recognize how fraud can occur
