Training to help you handle complaints and feedback

There are resources and training to help you learn:

• how to handle complaints
• communication skills
• from case studies

You can also read a guide for staff on handling complaints and feedback.

There is separate training for complaints staff.

Complaints handling training

There are 2 complaints handling training modules on HSeLanD.

Anyone who works for the HSE can complete the HSE Effective Complaints Handling module.

If you work in a clinical role, you can also complete the Your Service Your Say: Complaints Handling Guidance for Clinical Staff module.

To find a training module in the HSeLanD course catalogue:

1. Go to HSeLanD.
2. Log in.
3. Enter the module name into search.
4. Select a module and follow the instructions.
   

Extra resources

The National Complaints Governance and Learning Team (NCGLT) has resources to help you. These are in the Discovery Zone hub on HSeLanD.

They include:

• Telephone Etiquette and Tips for Managing Unreasonable Caller Behaviour
• Learning from Complaints Webinar
• Building Resilience for Staff Handling Complaints

To find these in the Discovery Zone hub:

1. Go to HSeLanD.
2. Log in.
3. Select Hubs & Resources.
4. Select Discovery Zone.
5. Enter NCGLT into the search box.
6. Select NCGLT Training.

Communication skills training

You can learn communication skills that will help you handle feedback.

The National Healthcare Communication Programme has communication skills resources and training.

These include information and videos to help you:

• make connections with people
• show empathy

You will also find training modules in HSeLanD.

HSeLanD modules

To find a National Healthcare Communication Programme training module in the HSeLanD course catalogue:

1. Go to HSeLanD.
2. Log in.
3. Select Courses.
4. Select Personal Effectiveness.
5. Select National Healthcare Communication
   Programme.
6. Select a module and follow the instructions.

There are other training modules in the HSELanD course catalogue. Some may help you with your communication skills and dealing with the public.

For example:

• Facing Confrontation in Customer Service
• Communication with consideration
• Difficult People modules
  

Learning from case studies

You will find examples of how other HSE staff dealt with feedback in our feedback learning casebooks.

Each casebook includes case studies from across the HSE.

You can learn:

• what led to a complaint or compliment
• how a complaint was investigated
• the outcome of an investigation
• what the learning was
• how feedback results in service improvement
• best practice