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£45
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Handling Complaints, Feedback & Reflective Practice - Open Course - Teams
Highlights
Delivered Online
3 hours
Dates
Description
Handling Complaints, Feedback & Reflective Practice
Complaints and feedback are not just administrative tasks. Handled well, they can become powerful opportunities to improve care quality, rebuild trust, strengthen communication, and demonstrate a responsive learning culture.
This practical workshop is designed for managers, deputies, senior carers, team leaders, care coordinators, and staff involved in receiving, responding to, documenting, or learning from complaints and feedback.
The session explores how care services can respond to concerns in a calm, professional, and person-centred way. It also looks at how reflective practice can help teams move beyond defensiveness and use feedback as evidence of continuous improvement.
The focus is not simply on “dealing with complaints”, but on creating a culture where concerns are listened to, learning is captured, and improvements are acted upon.
What the course will cover
Why complaints and feedback matter in care settings
How people experience poor responses to concerns
Listening skills and professional communication
Responding without defensiveness
Recording concerns clearly and accurately
Understanding when concerns may need escalation
Using complaints, compliments, incidents, and feedback as learning evidence
Reflective practice as part of improvement and accountability
Turning feedback into meaningful action
Building a more open and responsive team culture
Aim
To help care leaders and staff respond to complaints and feedback professionally, use reflective practice effectively, and turn concerns into meaningful learning and service improvement.
Learning Outcomes
By the end of the session, delegates will be able to:
Explain why complaints and feedback are important sources of learning.
Describe how to respond to concerns in a calm, respectful, and person-centred way.
Recognise the impact of defensive or dismissive responses.
Identify what information should be recorded when concerns are raised.
Understand when concerns may need to be escalated.
Use feedback, complaints, incidents, and compliments to support reflective practice.
Identify practical ways to turn feedback into service improvement.
Understand how a learning culture supports quality, safety, and trust.
Who is this course for?
This course is suitable for:
Registered Managers
Deputy Managers
Senior Carers
Team Leaders
Care Coordinators
Supervisors
Quality Leads
Staff involved in complaints, feedback, supervision, reflection, or service improvement
Delivery style
This is a practical, discussion-based workshop using realistic care scenarios, reflective exercises, and group discussion. Delegates will be encouraged to consider how concerns are received in their own services, how staff respond under pressure, and how feedback can be used to strengthen care quality and team learning.
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