How to Avoid a Complaint or Investigation

Preventive Strategies for Healthcare Practitioners

About 2 hours estimated learning time
9 sections, 26 lessons
Checkpoints and a 15-question final assessment
Online, self-paced, any device

About this course

Most healthcare professionals will receive a complaint at some point in their career, and many complaints arise not from clinical failure but from poor communication, unmet expectations or perceived lack of respect. In 2024 to 2025, the NHS in England received 256,777 written complaints, 6.1 per cent more than the year before. Communication was the most common subject of complaints about hospital and community services, and clinical treatment the most common in general practice and dentistry.

This course focuses on prevention. It explains how regulators and complaints systems work, the common causes of complaints, and the everyday habits that reduce risk: competent, up-to-date practice; effective communication and managing expectations; good records; clear boundaries; respect and non-discrimination; honesty; continuous improvement; and looking after your own wellbeing. It also explains how to resolve concerns early, before they become formal complaints.

CPD Value and How to Record It

This course is designed to provide approximately 2 hours of learning, including reading, the reflection points, the reflective account and the assessment. In the UK, CPD is generally recorded as the time actually spent learning, so you should record the time you genuinely spend, which may be more or less than the estimate.

How the course fits your revalidation or CPD requirements depends on your regulator. For example, the NMC asks nurses, midwives and nursing associates to record 35 hours of CPD over three years, of which at least 20 must be participatory; self-directed online learning such as this course usually counts as individual learning unless you complete it with others. The GMC expects doctors to reflect on CPD for appraisal and revalidation rather than setting a fixed number of hours. The HCPC, GDC, GPhC, GOC, GOsC and GCC each set their own CPD requirements, so check the current rules that apply to you. Always keep your certificate together with your written reflection.

What you will learn

Explain the role of the regulators and how complaints are handled across the UK.
Recognise the common causes of complaints and investigations.
Strengthen communication and manage patients' expectations.
Resolve concerns early and constructively.
Keep timely, accurate records that reflect your reasoning.
Maintain boundaries, respect and honesty in all professional relationships.
Use continuous improvement and reflection to reduce risk.
Recognise and manage stress and burnout.

Who it is for

All UK healthcare professionals who want to reduce the risk of complaints and regulatory investigations

Standards and law covered

UK regulators' standards (GMC, NMC, GDC, HCPC, GPhC, GOC, GOsC, GCC); NHS complaints arrangements in England, Scotland, Wales and Northern Ireland; professional duty of candour

Course content

Lessons open one after another as you work through the course. They unlock once you enrol.

1Overview of Preventing a Complaint or Investigation in Healthcare3 lessons

1.1 What the Healthcare Regulators Do
1.2 Common Causes of Complaints and Investigations
1.3 How a Complaint Affects Your Practice
1.4 Key Points and Knowledge Check: Section 1

2Professional Competence and Continuous Learning2 lessons

2.1 Complaints or Investigations related to Clinical Mistakes
2.2 Regulatory Standards on Professional Competence
2.3 Summary Points and Quiz for Section 2

3Effective Communication with Patients and Colleagues4 lessons

3.1 Managing Risk in Remote and Digital Consultations
3.2 Adapting Communication to Each Patient
3.3 Managing Expectations and Avoiding Misunderstandings
3.4 What Regulators Say About Communication and Teamwork
3.5 Key Points and Knowledge Check: Section 3

4Accurate Documentation and Record-Keeping3 lessons

4.1 Importance of Timely and Accurate Documentation
4.2 Regulatory Standards on Documentation
4.3 Ways to Keep Records Up to Standard
4.4 Key Points and Knowledge Check: Section 4

5Maintaining Professional Boundaries3 lessons

5.1 Defining Professional Boundaries in Healthcare
5.2 Avoiding Boundary Violations
5.3 Regulatory Standards on Professional Boundaries
5.4 Summary Points and Quiz for Section 5

6Demonstrating Respect, Dignity, and Non-Discrimination3 lessons

6.1 Dignity and Respect for Patients and Colleagues
6.2 Avoiding Discrimination in Healthcare Settings
6.3 Regulatory Standards on Respect, Dignity, and Non-Discrimination
6.4 Summary Points and Quiz for Section 6

7Acting with Honesty and Integrity3 lessons

7.1 The Importance of Honesty in Practice
7.2 Earning and Keeping Professional Trust
7.3 Regulatory Standards on Honesty and Integrity
7.4 Summary Points and Quiz for Section 7

8Engaging in Continuous Development and Improvement2 lessons

8.1 Responding When a Complaint Is Made
8.2 Reflective Practice and Learning from Feedback
8.3 Key Points and Knowledge Check: Section 8

9Coping with Stress and Preventing Burnout2 lessons

9.1 Spotting Stress and Burnout
9.2 Strategies for Managing Stress and Maintaining Wellbeing
9.3 Summary Points and Quiz for Section 9

10Conclusion and Takeaways1 lesson

10.1 Bringing It Together: Key Messages

Reflection and final assessment3 steps

Your reflective account
Final assessment: 15 questions, 80% to pass
Certificate of completion

2 hours

Estimated learning time

This covers the lessons, section checkpoints, your reflective account and the final assessment. Everyone works at a different pace, so record the time you actually spend in your CPD log. The player shows the time you have spent in the course to help you.

Your certificate of completion

When you pass the final assessment you can download a certificate showing your name, the course title, the estimated learning time, your completion date and a certificate number that anyone can check on this website. Keep it with your reflective account in your CPD records.

Questions about this course

How long does the course take?

The estimated learning time is about 2 hours, including the lessons, section checkpoints, your reflective account and the final assessment. People work at different speeds, so record the time you actually spend in your own CPD log.

How do I access the course after buying it?

Log in to your FTP Courses account and open the course from My Courses. The course runs in your web browser on a computer, tablet or phone, and your progress is saved to your account so you can stop and continue later.

How is the course assessed?

Each section ends with a short checkpoint. At the end there is a final assessment of 15 questions; you need 80% (12 correct) to pass. If you do not pass, you can review the course and try again after a short wait.

What do I receive when I finish?

You can download a certificate of completion showing your name, the course title, the estimated learning time, your completion date and a certificate number that can be checked online. You can also download your reflective account for your CPD portfolio.

Is this course linked to my regulator?

No. FTP Courses is an independent education provider and is not affiliated with or endorsed by any UK regulator. The course is CPD-aligned: it is written to help you learn and reflect against your regulator's published standards, and on completion you receive a certificate of completion stating the estimated learning time. Record the time you actually spend in your own CPD log, and decide how the course fits your CPD or any remediation plan, ideally with advice from your defence organisation, union or legal adviser.

Will completing the course guarantee a particular outcome in a complaint or investigation?

No course can guarantee an outcome. Decision-makers look at genuine insight, reflection and sustained change in your practice. The course is designed to support that learning; it does not replace it.