Successful Complaints Management
Wednesday, 22 July 2026 09:30 - 11:00
Course title: Successful Complaints Management
Course summary: Learn practical tips on how to manage complaints. We will look at both the process for managing complaints as well as the emotional impact on practice staff.
Course aims and objectives:
We will look at:
- Why complaints happen.
- Why a robust complaints system can be effective and efficient, offering templates to take away and use/amend as needed.
- Issues of unresolved and serial complaints.
- How, by encouraging a positive mindset, we can look after ourselves and each other.
Who should attend?
This course is particularly for practice managers, team leaders/supervisors and GP partners working in general practice in the UK. It’s also designed for staff dealing with complaints on a regular basis, or who have had a bad experience from a complaint.
Our systems resilience courses are generally suited just for General Practice. Contractual aspects will be based on the England Standard General Medical Services (GMS) Contract. Please contact us before booking if you have any queries about suitability.
Feedback on the best aspect of this course
“Interactive, resources shared were excellent, concise, and can be used in our practice.”
Course Format
This training will be run over Zoom, a joining link will be shared with you a few days before the event.
To participate you will need to install Zoom on your device, and ensure it has a working microphone, speaker, and camera.
It will be an interactive session, allowing opportunity for small group discussions.
Zoom help: https://support.zoom.com/hc/en
Cost
Our courses are now available to all practice staff across the UK. A course fee is applicable - please see below.
Cancellations & refund
All bookings are non-refundable.
If you are not able to attend, you must let us know 5 working days beforehand. Every attempt will be made to move your booking to an alternative course or date (subject to availability).
| Price tier | Amount |
|---|---|
| North Yorkshire and Humber Practice Staff | £70.00 |
| West Yorkshire Practice Staff | £70.00 |
| Practice Staff NOT in West Yorkshire or North Yorkshire/Humberside | £99.00 |
| Dentists, pharmacists & optometrists | £99.00 |
