This course has now taken place.

With a rise in the numbers of written complaints received by the NHS last year, people are more likely than ever to send a written complaint to health services.

The Office for National Statistics has reported a total of 208,626 written complaints were sent to the NHS last year. This equates to 572 complaints per day.

This Developing Effective Written Responses to Complaints in Healthcare course, led by communications specialist Sue Calthorpe, focuses on effectively dealing with complaints and gives you advanced complaint handling letter writing skills. Through a combination of expert tutor input, group discussion and practical supported exercises, learn valuable skills and techniques to resolve complaints in an efficient and compassionate manner.

By writing more effective responses to complaints, your organisation can improve its reputation; rebuild trust with patients, carers and their families, and avoid escalation of complaints to the Ombudsman.

Leave the day with the techniques and the confidence to write more effective responses to complaints, as well as a comprehensive booklet which will provide reference for your return to work.

About the Chair: Sue Calthorpe
Sue is an experienced communications professional who trains a number of high-profile organisations to enhance their communication, through writing in a more business critical way to writing more effective reports.

Sue works with a wide number of public and private sector organisations to help improve writing skills and wider communications, with a range of training including production of communications strategies, face-to-face briefing, communicating complex information, presentation, media handling and key messaging and a variety of advanced writing and verbal presentation techniques. Find out more.