Complaints: Complaints handling in primary care - overview

This module has been updated to reflect the GMC's 'Good medical practice' (2024) guidance.

Complaints are common and rising year on year - but handling them effectively can help to avoid matters escalating, as well as encouraging continuous improvement in patient care.

This course aims to improve your confidence when handling complaints at the local resolution stage. It covers:

• an overview of the NHS complaints procedure in England
• how to identify a complaint
• how to handle complaints made by third parties
• how to investigate a complaint
• the practical steps of complaint handling, by working through a fictional complaint.

The course is primarily aimed at practice managers and GPs who are involved in, or responsible for, the handling of complaints for the practice.

It may also be of some general interest to any GP who would like an overview of complaints handling in primary care.

You will have the opportunity to test your knowledge as you work through the course and in a short end of module quiz. When you finish, you'll be able to download a certificate of completion.

The course is made up of 12 chapters. If you don't have time to complete the course in one sitting, you can save your progress by clicking on the power button in the blue navigation bar.

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