Overview

• This module is designed for all primary care staff to assist with their understanding of complaints and how this information should be applied in their daily working lives in primary care.  
• The course contains a case study and multiple-choice questions.

Goals

During this course you will learn about:

• The complaints process.
• Your responsibilities if you raise a complaint.
• Your responsibilities if you are the subject of a complaint.
• Your organisation’s responsibilities in dealing with a complaint. 
• The duty of candour.
• The wider NHS responsibilities in dealing with complaints. 
• Where to look for more help and advice.

Topics covered