Course Overview
This course provides introductory guidance for staff to respond to feedback, comments, concerns and complaints in an appropriate and timely manner
Target Staff Group
All staff
Course Prerequisites
  • Define feedback
  • Explain the value of feedback to the individual, your organisation and you
  • Use appreciative questioning techniques in response to feedback
  • Use feedback in order to put things right
  • Recognise a complaint
  • Deal with and record complaints, feedback, comments and concerns
  • Describe the key steps in the NHS Complaints process
  • Recognise the key elements of an effective apology
  • Appreciate the value of an apology in repairing a relationship
  • Identify what makes some behaviour difficult
  • Describe common assertiveness techniques to help manage difficult behaviour
Delivery Method
E-learning accessed via ESR
Refresher Period
Self paced e-learning. On average this takes 2hours to complete.
How to Book
Enrol via ESR