Description
Welcome to the Halo Staffing eLearning course on complaints handling. In this course we will go through everything that you’ll need to know in order to be able to confidently respond to and help resolve complaints.
The first section will cover what a complaint is, the forms a complaint may take, and identifying the aggrieved party.
After that, we’ll touch on the different types of complaints an individual may make.
Following that, the next section will be on how to respond to a complaint, and the emotional reactions that may happen.
From there, we’ll look at understanding the complaint made, attempting to understand the reason behind the complaint, the result that the individual making the complaint is hoping for, and what the likely outcomes of a complaint may be.
The final section will cover what to do if the individual making the complaint is aggressive, malicious, or otherwise engaging in unacceptable behaviour, and the ways that you can set boundaries with them and act when those boundaries are breached.
You can view the introduction video for the Complaints Handling course below.
Is this for me?
This course has been carefully designed for carers, support workers, nurses and managers who want to learn more about Complaints Handling. As specialists in providing staffing solutions Halo Staffing’s courses are relevant for many industries including health and social care for carers, support workers, nurses and managers. Completing this course will ensure that you are fully up to date with relevant content to provide you with the skills and knowledge necessary to excel in your field. On successful completion of this course, you will be issued with a certificate and digital badge valid for 1 year.
Why should I take this course?
You should take this course if it’s necessary for you or your team to keep and protect people from harm and abuse and if it’s important for you to be able to respond to, manage and react to complaints. Keeping in line with Skills for Care and the key legislation such as the Care Act 2014 and the Health and Social Care Act 2008
What will I learn?
This course will provide you and/or your team with an understanding of how to confidently respond to and help resolve complaints, what a complaint is, what the different types of complaints are, how to respond to a complaint, what emotional reactions may happen, what the reason behind the complaint, the result that the individual making a complaint is hoping for and what the likely outcomes may be. You will also learn about what to do if the individual making the complaint is aggressive, malicious or otherwise engaging in unacceptable behaviour and the ways that you can set boundaries with them.
Course Duration: 30 minutes to 1 hour
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