Complaints handling for admin and reception teams in primary care

This interactive course takes place on Wednesday, 29 May between 9.30am and 12.30pm and is designed for administrative staff and receptionists in primary care

This course will enable delegates to have the ability to handle patient complaints independently and will cover topics such as:

  • The common causes of complaints in practice
  • The responsibilities of admin teams in preventing and dealing with complaints
  • Complaint handling procedures including; timescales, early resolution and steps to escalation

We will also explore the steps to take when dealing with face-to-face complaints offering handy tips on communication techniques that can help prevent and resolve complaints and achieve a positive outcome.
This course is led by MDDUS risk adviser, Kay Grant.

Upon completion, a certificate detailing four hours of verifiable CPD will be provided by MDDUS to all attendees.

Course fee: 

Medical Group Scheme: £70
Medical Group Scheme – additional place (s): £40
Non-member: £105

To learn more or to book tickets.


To take part in this workshop:

  • You must be able to access and join a Zoom meeting from whatever device you choose to use.
  • Participants require a PC or laptop which has either a webcam and microphone integrated (or attached). Alternatively delegates can use a tablet/phone (although some functionality may be unavailable and you may not be able to see all delegates).
  • Participants must be willing to share their names and webcam with other participants whilst attending the workshop. 
  • The Training & CPD team at MDDUS will email you joining instructions to attend the course of your choice a few days before the event. 

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