Effective Complaint Handling for Care Providers

The Local Government and Social Care Ombudsman look at individual complaints about councils, all adult, and children's social care providers (including care homes and home care agencies) and other organisations providing local public services. They are experienced in dealing with complaints and deliver training to help organisations deal with these more effectively.

This one day skills course in investigating complaints is delivered by an experienced Ombudsman investigator who has practical expertise in investigating complaints.

Participants can draw on the Ombudsman's knowledge gained from experience of more than four decades of investigations.

Who this course is for

Effective Complaints Handling for Care Providers is for managers and other staff working in the independent care sector who investigate and resolve complaints.

Learning method

The course is interactive, using a variety of activities and materials including:

Participants' experiences of making complaints and our experience of what can go wrong.
Research findings on what contributes to customer satisfaction; and a troubleshooting exercise to consider the problems staff encounter and possible solutions.
Participants work on a social care case study.
Using their expertise and drawing on the experience of the trainer they define, investigate and reach a conclusion on a complaint.
The trainer explains the principles applied by the Ombudsman for resolving complaints and this is applied to the case study.
The trainer offers guidance and tips throughout the day on applying principles of good practice.