Online - Complaints Handling Course

The Complaints Handling Course has been designed to help develop your knowledge, skills and confidence in handling complaints from clients and members of the public effectively and successfully.

The course is made up of eight online modules.

Each module consists of a short AV presentation and online reading followed by a set of reflective questions which should be answered in your accompanying workbooks. The aim of these questions is to try and make you think about complaint handling in your practice and how you can make the most of the tools and techniques we will discuss during the course – this is your opportunity to make the learning ‘yours’.

You can take the course at your own pace, but we would suggest allowing a total of 10 hours for the online and workbook materials. The course will remain open for 3 months. You can log in as often as you want and complete the modules at your own speed.

At the end of the programme we hope that you will have a toolbox of skills and knowledge which will help make handling complaints easier, more successful and less stressful for all concerned.

Course Overview

Module 1 - Introduction to Complaints Handling

Module 2 - Help, I’ve had a complaint! What do I do now?  

Module 3 - How should I investigate a complaint in house?

Module 4 - Confidently handling complaints face-to-face

Module 5 - Top tips for responding to complaints

Module 6 - Enhancing client satisfaction after social media complaints

Module 7 - Avoiding stalemate: final tips for resolution

Module 8 - In conclusion

Who is this course for?

The course is suitable for veterinary surgeons, veterinary nurses, receptionists and any member of the team who may deal with clients.

On completion of the course, delegates will be able to:

• Understand the relevant tools and techniques to deal with complaints - to help reduce stress and increase confidence - face-to-face, in writing (letter and email) and via social media
• Understand the VDS process for helping them deal with complaints and claims
• Describe the impact of complaints on their practice - both in terms of financial and human consequences
• Understand how to prevent complaints from escalating
• Bring about final resolution of complaints

Further information

• This course is specifically designed for everyone dealing with complaints working in the UK and Ireland. Whilst much of the content is universally applicable, some of it relates specifically to the UK and the Republic of Ireland.
• Once you have purchased this course, you will be sent your course login details during office hours; 9am to 5pm, Monday to Friday.
• The course awards 10 hours CPD.