Course Overview

This module is one of eight that are part of our managment training suite.

They are aimed at managers, deputies, seniors, team leaders or any staff who are being developed into a management or supervisory role

These courses are valuable for both new and experienced managers because they develop core and up‑to‑date leadership, regulatory, safety and decision‑making skills, ensure consistent management standards, promote reflective practice, support organisational resilience and ultimately improve the quality and safety of care delivered.

The courses are interactive, engaging and discussion driven with questioning throughout to ensure learning is achieved.

At the end of each session an interactive assessment is conducted to solidify the learning experience, ensuring professionals are well-equipped to deliver high-quality care.

Module 8 of 8:

Handling Complaints & Feedback

This session supports staff to manage complaints professionally and use feedback to improve service quality.

Course Benefits

• Respond to complaints appropriately
• De-escalate difficult situations
• Record and investigate concerns
• Use feedback to improve practice
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Who is it for:

Care staff, team leaders and managers.

Aligns with:

• Module 10 – Complaints & Continuous Improvement
• Module 4 – Communication & Conflict Management
• Module 5 – Partnerships & Co‑production
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(Of the Skills for Care Management Induction Standards)

Why:

Managing complaints requires effective communication, de‑escalation, learning from concerns, and involving individuals in service improvements all strongly tied to complaints, communication and partnership. 

Course Schedule

• Duration: 6 Hours
• Format: Online or delivered on premises (see details on this page)
• Location: Online

Available Dates

The next available dates for this course are on this page.

We can also offer this course at your premises subject to minimum numbers and suitabillity.

Member Price: £45.00 per person
Non Member Price £65.00 per person

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Management Induction Standards:

1 Leading and managing in adult social care

Developing adaptable leadership and management skills, deliver a clear organisational vision. Understand and respond to the local social care market and work collaboratively across integrated health and social care systems using a systems‑wide approach.

2 Supporting and developing teams

Develop and maintain effective teams in adult social care by understanding team development, supporting performance and wellbeing, promoting continuous learning, using supervision well, and applying safe, fair and values‑based recruitment and employment practices.

3 Regulation and governance

Understanding the legislation, regulation, inspection processes, governance structures and health‑and‑safety responsibilities that shape adult social care, and your role in ensuring your service complies with legal, regulatory and organisational requirements.

4 Effective communication

Developing strong communication skills, managing conflict, and ensuring safe, ethical handling of information so that you can lead effectively, overcome barriers, maintain positive relationships, and protect the rights and wellbeing of people who need care and support.

5 Working with partners

Building strong relationships and partnerships across people and organisations, using effective collaborative and co‑production approaches to improve outcomes, share expertise, address challenges constructively, and ensure individuals are actively involved in shaping the care and support they receive.

6 - Leading a person-centred service

Leading person‑centred, inclusive and culturally competent practice by promoting individual choice, wellbeing, positive risk‑taking, healthy relationships, community connection and equality, while ensuring that care is strengths‑based, collaborative and responsive to each person’s unique needs and experiences.

7 - Safeguarding and mental capacity

Safeguarding adults and children by understanding local procedures, recognising and responding to abuse, sharing information appropriately, upholding mental capacity legislation, and promoting safe, person‑centred, rights‑based practices that minimise restrictive interventions and protect individuals’ wellbeing.

8 - Making decisions

Making informed, inclusive and well‑reasoned decisions by using data, involving the right people, recognising how values influence choices, communicating decisions effectively and continually reviewing outcomes to improve future practice.

9 - Managing resources

Managing organisational resources effectively; including people, finances, technology and community assets, by taking responsibility for sustainable, well‑planned resource use, maintaining appropriate staffing, and ensuring strong financial and operational systems that support business continuity.

10 - Learning and Innovating

Creating a positive culture of learning and improvement by managing complaints effectively, using feedback and incidents to drive quality, leading and communicating change confidently, and using innovation and digital tools to enhance outcomes for people who use the service.

11 - Personal development and wellbeing

Developing your own professional skills and wellbeing by identifying your development needs, increasing self‑awareness, managing workload effectively, and using strategies that support your personal resilience, growth and efficiency as a leader.

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