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Resolving Primary Healthcare Complaints Compassionately and Effectively

Wed, 10 Jul 2024

Virtual, Online

This masterclass is a highly interactive and effective workshop to help improve your confidence in handling complaints. A simple model to facilitate effective responses will be shared and you will have the opportunity to practise the use of our unique AERO approach.

During this course, you will develop the skills and confidence to explore perspective, seek to understand the root and true cause of the patients’ concerns (the complaint ‘iceberg’). Using case studies and peer group discussion, the session will introduce resolution techniques to empower teams to increase the chances of achieving a resolution with less detrimental impact on their own and the practice team’s wellbeing. Underpinning the learning is real complaint insight from the primary healthcare sector, and experience in using mediation techniques to achieve a clearer understanding of the complaint, why the situation escalated and seek resolution.

This course will also incorporate insights on private healthcare complaints and the influence of insurance and payment terms.


  • Use insights from emotive clinical complaints to develop effective models to address patient concerns

  • Use simple AERO model & Mehrabian’s Law to enable patient facing colleagues to be more confident in addressing unhappy customers

  • Start to use complaint insights to upstream and pro actively improve patient experience


  • Frontline staff whose role includes de-escalation and early resolution

  • Those in a team leader role who are responsible for managing and resolving complaints at a local practice level

  • Practice Managers who are recently responsible to managing complaint processes and resolving complaints

  • All areas of primary healthcare, with particular focus on dental, physiotherapy, osteopathy and chiropractic practices

Facilitated by:

Ms Jennie Jones

Head of Complaint Resolution Services
Nockolds Resolution

Mr Richard Edwards

Nockolds Resolution

In-house Training

This course can be held at your organisation for up 25 delegates, we can tailor the content to suit your organisation and CPD needs of your staff. Led by experienced and highly rated trainers, in-house training works out cost-effective for groups and saves travel time.

Contact katym@hc-uk.org.uk with your requirements for further information and a quote.

In-house Training

Fee Options

Virtual NHS, Schools, Care and Public Sector



Virtual Voluntary sector & charities



Virtual Commercial organisations



(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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