Change Management and Complaints Training Session 5: Complaints Management – (All Leadership Staff)

This session equips leaders with the clarity, confidence, and strategic mindset needed to manage complaints as a powerful driver of improvement across primary care. Rather than viewing complaints as isolated issues, leaders will explore how they reflect system pressures, communication gaps, and opportunities for service redesign. The session focuses on statutory responsibilities, high‑quality reporting, and the leadership behaviours that shape a proactive, learning‑centred culture—ensuring that every complaint becomes a catalyst for safer, more compassionate, and more consistent patient care

Outline:

· The nature of complaints in the NHS- Why we need to address this

· NHS complaints standards and statutory requirement

· Recording, reporting, and closing the loop

· Turning complaints into service improvement opportunities

· Creating a proactive, not reactive, complaints culture