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NHS Framework Approved Training: Using Empathy to Compassionately Engage with Patients and Families within Complaints


NHS Framework Approved Training

The feel of live training but with the flexibility to complete over several days. 

Linking to PSIRF, the Duty of Candour and Complaints Standards Framework, this course will develop skills and confidence in empathy, compassionate engagement, involvement and good complaint and patient safety incident handling. Examine through real-life content, a just, fair and learning culture to gain deeper understanding of the complexities of the emotional impact, to prevent second harm. Along with managing personal wellbeing.

“I had my knowledge and understanding around this multi-layered topic truly opened. A thought-provoking and relevant training programme for anyone in a complaints or governance role. I highly recommend this course.”

Cheryl Saggers, Manager across law enforcement, the NHS and education  

This brand new course has been designed to give learners the live training experience, with interactive participation for learners to allow expression of their own. Throughout the journey, you will be accompanied by your own participation colleagues, who have been filmed during an actual session, to give honest, authentic and real time, thought provoking discussions and analysis.

This course has been created for:

  • Complaints Managers

  • PALS Officers

  • Family Liaison Officers,

  • PSIRF Implementation Leads

  • Learning Response Leads

  • Front-line staff

  • Management and executive teams

  • Students

  • All healthcare professionals wanting to understand and up skill safely in empathy compassion, civility and personal well-being within complaints, leadership and communication

How does it work?

  • Sign up today!

  • You’ll be emailed log-in details and a link to our online platform

  • Work through the course at your own pace

  • Complete the interactive and dynamic course

  • Download your certificate of completion upon passing the course

  • With 12 months access you can revisit as many times as you like to refresh your newly gained skills and knowledge

  • Optional live Q&A with Carolyn

Multiple Users: Trust wide license agreements are available for this course. If you would like more information on the discounts we can offer using this scheme please email info@hc-uk.org.uk

Fee Options

Virtual NHS, Schools, Care and Public Sector



(Prices in brackets include VAT)


Additional delegate discount:

A discount of 15% will be applied to fees for any extra delegates.

Online discount:

A discount of 10% will be applied if you pay using the website.

Also of Interest

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