Handling Complaints for Reception and Administration Teams – 30th July 2025, 09:30 to 12:00

With Clare Hartgen, Non-Clinical Educator, Learning and Development Centre

Course Objective

By the end of this course you will be able to:

• Understand what a complaint is and why people complain

• Recognise the skills and approaches needed to deal with patient complaints

• Have a process to follow when dealing with a patient complaint

• Follow a review process to mitigate the circumstances leading to the complaint.

This course will be presented virtually in Zoom and meeting details will be sent to you in the week prior to the course.

If there are any queries please contact Learning and Development Centre: ldc.sentinel@nhs.net

If you are not able to attend this session please cancel your place in advance via your Learning and Development Centre account so that a place can be made available for another delegate.

It is expected that you will attend the session virtually from a quiet location at which you will not be disturbed, and you will have access to a microphone and camera on your device.  Every delegate must have their own device to use throughout this session.  This is a requirement for attending this interactive course. 

All delegates must have their own booking made through the Learning and Development Centre website to join the meeting.  The name on your Teams account should be recognisable as the name on your booking.  If we cannot identify delegates they may not be admitted to the session, or certificates may not be issued after the event. 

If there are any queries please contact us!  ldc.sentinel@nhs.net