Making a complaint about NHS or social care services can feel daunting. People may be uncertain about where to complain, what information to include, how long the process should take or what they can reasonably ask the organisation to do. The procedures can become even more confusing when several health and social-care organisations are involved.
This online course provides a clear and practical introduction to NHS and Social Care complaints in England. It is primarily designed for independent advocates who support people to understand their rights, express their concerns and participate effectively in the complaints process.
The course will also be useful for anyone who:
- Is considering making a complaint about NHS or social care services
- Has already started a complaint and wants to understand the process
- Is helping a relative, friend or another person to complain
- Works with patients, carers or people who use social care services
- Wants to understand the difference between NHS, adult social care and children’s social care complaint procedures
Across five presentations, the course explains who can complain, where a complaint should be sent and the important timescales. It explores the role of independent advocacy, how to prepare an effective complaint letter, and how independent advocates can support people during Local Resolution Meetings.
The course also considers the outcomes and remedies that may be available, including explanations, apologies, practical action, service improvements and appropriate financial remedies. It explains when a complaint may be taken to the relevant Ombudsman and what other legal or regulatory routes may need to be considered.
Separate sections examine adult and children’s social care complaints, including the statutory three-stage procedure for qualifying children’s complaints. The course also looks at joint complaints involving both NHS and social care organisations and how these should be coordinated.
The course consists of five video presentations and five multiple-choice quizzes. It uses clear explanations, practical examples and approachable trainer commentary to make a potentially complicated subject much easier to understand.
Whether you are an independent advocate, a person thinking about making a complaint or someone supporting another person through the process, this course will help you approach NHS and social care complaints with greater knowledge, confidence and clarity.
Once you have successfully completed all the parts of your qualification, you will get a certificate for your CPD which you can print off at home or work.
To buy this course and access it straightaway, please press the ‘Purchase’ button below.
Course Information
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