Complaints management for healthcare practitioners

This three hour course equips healthcare practitioners with the confidence and competence to handle patient complaints professionally, compassionately, and effectively.

Participants will explore how to:

• Avoid complaints before they arise through proactive management of patient expectations, strong active‑listening techniques
• Achieve early‑resolution through strategies that defuse concerns at the earliest opportunity.
• Learn from complaints by identifying themes, applying lessons learned, and embedding improvements into everyday practice to reduce future risk.
• Better understand the importance of being open, honest, and transparent when responding to complaints, ensuring communication aligns with professional standards and supports the patient-clinician relationship.

By the end of the workshop, attendees will be better prepared to prevent escalation, respond with empathy and clarity, and turn complaints into opportunities for service improvement.

This course is suitable for any healthcare professional and will be run as a small group based, interactive workshop led by MDDUS Risk Adviser, Kay Louise Grant.

'Complaints management for healthcare practitioners' has been approved by the Federation of the Royal Colleges of Physicians of the United Kingdom for 3 category 1 (external) CPD credit(s). 

Course Fee:

MDDUS member: £70
Non-member: £105

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To take part in this workshop:

• You MUST have a webcam, speaker and microphone available on the device you intend use to access the training. This will ensure you are able to fully engage with the speaker/other delegates. This also allows our CPD verification process to be robust.
• You MUST be able to access and fully participate in a Zoom meeting from whatever device you choose to use. Please cut and paste the following URL into your internet browser to access help on how to do this. The page includes the option to join a ‘test meeting’ from the device you intend to use. https://support.zoom.us/hc/en-us/articles/201362193-Joining-a-meeting
• If you experience any technical difficulty when checking you can access Zoom it could be because your local IT support is blocking access. If this happens you might consider using your own mobile device instead – Zoom works well on tablets.