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How to Deal with a Complaint or Investigation

👥 0 students 📖 29 lessons & topics

Course Description

Complaints and investigations are an increasingly common part of modern healthcare practice and can be highly stressful, confusing, and career-defining. How a healthcare professional responds — in terms of honesty, professionalism, insight, and cooperation — can significantly influence outcomes. UK regulators including the GMC, NMC, GDC, GPhC, and HCPC expect professionals to respond promptly, openly, and reflectively while maintaining patient safety and public trust. This course provides clear, practical guidance on navigating complaints and investigations confidently and demonstrating professionalism throughout the process.

Who This Course Is For

This course is suitable for doctors, dentists, nurses, midwives, pharmacists, and allied health professionals working across NHS and independent settings in England, Scotland, Wales, and Northern Ireland. It is particularly relevant for practitioners currently facing complaints, regulatory inquiries, or fitness-to-practise investigations, as well as those seeking to prepare proactively and protect their professional standing.

What You Will Learn

The course covers common causes of complaints and investigations, how to respond professionally when a complaint is raised, managing regulatory investigations and hearings, honesty, transparency, and the duty of candour, cooperating with regulators, preparing reflective statements and evidence, and managing the stress and emotional impact of complaints. You will also develop skills in demonstrating insight, reflection, and remediation to regulators and employers.

What You Receive

On successful completion you receive a CPD UK accredited certificate and structured CPD evidence suitable for appraisal, revalidation, remediation portfolios, and regulatory submissions. The course is fully online and self-paced — accessible immediately after enrolment.

CPD UK CertifiedThis course is CPD UK certified. The accredited certificate issued on completion is accepted as evidence for UK appraisal, revalidation, remediation plans, and regulatory submissions.
Frequently Asked Questions

Yes. This course is CPD UK certified, and participants receive an accredited CPD certificate on successful completion.

Yes. This course is particularly suitable for healthcare professionals who are currently facing complaints, regulatory inquiries, or fitness-to-practise investigations.

Yes. The course provides structured CPD and learning evidence suitable for remediation plans, reflective statements, appraisal, and regulatory submissions.

Yes. The course includes guidance on insight, reflection, remediation, and preparing written reflective evidence that meets regulatory expectations.

Yes. The course is delivered fully online and can be completed at your own pace, with instant access immediately after enrolment.

Course Content

1

Section 1 – Overview of Complaints and Investigations in Healthcare

  • 1.1 Overview of Healthcare Complaints and Investigations

  • 1.2 Summary Points and Quiz for Section 1

2

Section 2 – Role of Healthcare Regulatory Bodies and their Guidance & Standards

  • 2.1 Overview of Healthcare Regulatory Bodies

  • 2.2 Regulatory Standards and Guidelines

  • 2.3 Complaints, Inquiries, and Fitness-to-Practice Processes

  • 2.4 Summary Points and Quiz for Section 2

3

Section 3 – Dealing with Complaints

  • 3.1 Steps to Take When a Complaint is Raised

  • 3.2 Importance of Remaining Professional and Composed

  • 3.3 Summary Points and Quiz for Section 3

4

Section 4 – Dealing with Regulatory Inquiries and Hearings

  • 4.1 Understanding Investigation Processes

  • 4.2 Preparing for Regulatory Hearings

  • 4.3 Communicating and Cooperating during an Investigation

  • 4.4 Summary Points and Quiz for Section 4

5

Section 5 – Demonstrating Insight, Reflection and Remediation

  • 5.1 Building and Demonstrating Insight

  • 5.2 Reflection and Demonstrating Detailed Reflection

  • 5.3 Demonstrating Remediation

  • 5.4 Summary Points and Quiz for Section 5

6

Section 6 – Handling Stress and Emotional Impact

  • 6.1 Recognising the Emotional Impact of Complaints and Investigations

  • 6.2 Coping Strategies and Self-Care Techniques

  • 6.3 Seeking Support

  • 6.4 Summary Points and Quiz for Section 6

7

Section 7 – Conclusion and Takeaways

  • 7.1 Conclusion and Takeaways