NHS Complaint Standards: Summary of expectations

Knowledge empowers the people, public, health and social care professionals
Free tutorial
Rating: 5.0 out of 5 (3 ratings)
436 students
32min of on-demand video
English [Auto]

Students will learn about the NHS Complaint Standards:
Summary of expectations which are currently being tested in pilot sites during 2021
and will be refined and introduced across the NHS in 2022.
empower yourself with knowledge


  • Students only require a computer with speakers, internet and time


NHS Complaint Standards: Summary of expectations

Knowledge empowers the people, public, health and social care professionals, with up to date information about the systems at play we can engage fully and confidently in the services offered and provided to patients in the care of the NHS or private healthcare sector where NHS funded services have been sought. 

Hi welcome to this short course that looks at The NHS Complaints standards that are currently being tested across UK NHS sites.  This short, free course follows on from The NHS Constitution, also a free course which shares verbatim information to empower the people and public service practitioners.

As I am updating my own knowledge and understanding of the health and social care systems in the United Kingdom I felt I would share what I am learning with students.  The intention is to bring this information to everyone so they can know of the changes taking place, which at times are such a dramatic speed, that it is hard to keep up.  I hope this course will fulfil my intention of empowering you with knowledge.  For those who are working in the health and social care professions this free, short course is easy to play and listen to and can support updating your continued professional development.  For patients who access the NHS services this information can support you to know what to expect and what you can do should things go wrong.

There is one section, with several short, lessons, delivered in voice over still image - with verbatim recorded information.  There are also dialogue boxes placed after the recordings with verbatim information within.  There is also the link to the information so you can locate it directly.  The topics covered directly are:

  1. Contents

  2. Why we need the Complaint Standards

  3. Benefits of the Complaint Standards

  4. Complaint Standards at a glance

  5. Promoting a just and learning culture

  6. Welcoming complaints in a positive way

  7. Giving fair and accountable responses

  8. Being thorough and fair

  9. Other NHS complaint handling requirements

  10. Complaint Standards: Partner organisations

  11. Definitions

Enrolment is free, you have lifetime and unlimited access to the recordings and you are encouraged to share with others.  Please note that though the NHS is owned by The People, the NHS retains the copyright to the information, though I retain the copyright of my recordings.

Let's continue...

Who this course is for:

  • Students who are interested in health and social care, students who are employed in health and social care, those who have caring duties for a loved family member will benefit from the valuable information in this course.
  • Students with vulnerable loved ones who require continued care


Course creator
Deborah Casey
  • 4.3 Instructor Rating
  • 27 Reviews
  • 2,183 Students
  • 4 Courses

Deborah is a holistic therapist, course creator and instructor and retired health mental health nurse with experience of working in many care settings.  She has experienced the in-house training in the UK; an often rushed and hurried process with little time to digest the information and often no supporting manuals or materials to take home and read at leisure and support the learning experience. 

The courses she plans to create, along with those already available, are a good will gesture to all health care workers out in the wider world to help fill the gaps in their training.  Students have life time access to their chosen courses and with free updates will never need to keep repaying the cost of yearly training fees.  And of course you may be eligible for tax refund on your training fees so worthwhile checking that out too and making it all the more worthwhile taking these courses that support your employment.

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