Agreed Ways of Working: Complaints and Incidents

This course looks at how to respond to complaints, the complaints handling process, and how to identify incidents and errors.

Lesson Plan
The learning outcomes for this module are as follows:

• Demonstrate how to respond to comments and complaints in line with legislation and agreed ways of working.
• Describe who to ask for advice and support in handling comments and complaints
• Explain the importance of learning from comments and complaints to improve the quality of service
• Describe how to recognise adverse events, incidents, errors and near misses
• Explain what you must and must not do in relation to adverse events, incidents, errors and near misses

Accreditation
The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

Duration
Approximately 45 minutes – 60 minutes. The length of time taken depends entirely on how quickly you can study and absorb the material.

Target Audience
The module is suitable for anyone working in Health and Social Care environment

Entry Requirements
There are no specific entry requirements for this course.