About the Complaints Handling programme
The NHS Constitution, along with the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, provide a right for patients to provide feedback, comments, raise concerns and make complaints. Guidance produced by NHS Choices and the Parliamentary and Health Services Ombudsman supports NHS staff in implementing the complaints procedure, and specifically requires all NHS staff to be appropriately trained to enable them to respond efficiently and effectively to feedback. Education and training is essential in order for staff to respond to feedback, comments, concerns and complaints in an appropriate and timely manner.
A range of five elearning sessions have been developed to support staff in meeting their responsibilities. They are relevant for all directly employed NHS staff as well as independent contractors and their staff who provide NHS services.
The sessions have been developed in partnership with NHS Education for Scotland (NES) and the Scottish Public Services Ombudsman (SPSO) but retain an English focus.
Meet the team
Jane Davies
Educational Projects Manager, NHS Education for Scotland
Gillian Flett
Information and eLearning Manager, Knowledge Services Group, NHS Education for Scotland
Pamela Hayward-Hampson
Assistant Director of Nursing, York Teaching Hospital NHS Foundation Trust
Neha Baj
Senior Project Manager, HEE elearning for healthcare
How to access
In order to access the Complaints Handling programme, you will need an elfh account. If you do not have one, then you can register by selecting the Register button below.
To view the Complaints Handling programme, select the View button below. If you already have an account with elfh, you will also be able to login and enrol on the programme from the View button.
NHS healthcare staff in England
The Complaints Handling programme is also available to NHS healthcare staff via the Electronic Staff Record (ESR). Accessing this elearning via ESR means that your completions will transfer with you throughout your NHS career.
Further details are available here.
Not an NHS organisation?
If you are not an NHS health or care organisation and therefore do not qualify for free access elfh Hub, you may be able to access the service by creating an OpenAthens account.
To check whether or not you qualify for free access via OpenAthens, you can view the eligibility criteria and register on the ‘OpenAthens’ portal.
Registering large numbers of users
If you are a HR, IT or Practice Manager and would like to register and enrol large numbers of staff within your organisation for access onto the Complaints Handling programme, please contact elfh directly.
Organisations wishing to use their own LMS
For HR departments wanting to know more about gaining access to courses using an existing Learning Management System please contact elfh directly to express interest.
More information
Please select the following link for more information on how to use the elfh Hub.