Complaints Handling - e-Learning for Healthcare
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This programme is in partnership with...
  • NHS Education for Scotland
  • Scottish Public Services Ombudsman

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 e-learning 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

    Jane Davies

    Educational Projects Manager, NHS Education for Scotland
  • Gillian Flett

    Gillian Flett

    Information and eLearning Manager, Knowledge Services Group, NHS Education for Scotland
  • Pamela Hayward-Sampson

    Pamela Hayward-Hampson

    Assistant Director of Nursing, York Teaching Hospital NHS Foundation Trust
  • e-LfH-staff-Neha-Baj-learning-profile

    Neha Baj

    Senior Project Manager, HEE e-Learning for Healthcare

How to access

In order to access the Complaints Handling programme, you will need an e-LfH account. If you do not have one, then you can register by selecting the Register button below.

Register >

To view the Complaints Handling programme, select the View button below. If you already have an account with e-LfH, you will also be able to login and enrol on the programme from the View button.

View >

NHS healthcare staff in England

The Complaints Handling programme is also available to NHS healthcare staff via the Electronic Staff Record (ESR). Accessing this e-Learning 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 e-LfH 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 e-LfH 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 e-LfH directly to express interest.

More information

Please select the following link for more information on how to use the e-LfH Hub.

e-LfH is a Health Education England Programme in partnership with the NHS and Professional Bodies