Training

We offer our standard complaints training programme covering many aspects of the NHS Complaints Regulations, CQC Regulation 16, and the PHSO Complaints Standards Framework. We are able to customise this for individual organisations where required. We also offer modular training on different aspects of complaints.

Please note: Details of the training curriculum will be updated on this website in the near future.

(Last updated on 26 June 2026)

Training available

Health Service Complaints - An Overview
An overview of the complaints process from start to end. This includes: the rules and regulations for complaints, mandatory considerations, documenting and completing an investigation, remedy and resolution, preparing the final response, and identifying and taking action.

Early Resolution
The benefits of early resolution for organisations and patients. This course focuses on how to ensure you address all the issues raised and still identify organisation wide learning.

Local Resolution Meetings
How to conduct an effective local resolution meeting.

The final response letter
How to write and structure a robust final response letter.

Training for staff with neurodivergency
We recognise that some staff may not be able to fully participate in, or get the full benefit from traditional training methods (for example, lecture style/class room style training, remote training on MS Teams). To enable as many people as possible to get the benefit from the training we offer, we have a neurodivergent friendly version of the course we can offer.

The course covers exactly the same topics, however:
• It is limited to strictly 10 participants for the day.
• The facilitators do not stand at the front of the room and deliver.
• It is a facilitated discussion, and a conversational style of training.
• Participants are encouraged to interrupt the facilitator to question as and when is needed.
• Materials are adapted for any other adjustments that may be necessary.

Training delivery

We are able to deliver training in a variety of methods to suit your individual needs. Please book a discussion with us to discuss your requirements and how we can work with you.

Face to Face Training - Client Premises
We are able to come on to your site to deliver training when required. This can reduce the cost of the training as there is less reliance on external venues, which can prove to be expensive.

Face to face training is recommended for the 'Health Service Complaints - An Overview' course due to the length of the course (this is usually a minimum of five hours, excluding lunch) and nobody likes being on MS Teams or Zoom for that long! We also have the opportunity for interaction with other delegates and have more effective group exercises and discussions.

We usually recommend that there are no more than 20 delegates for this style of training however we can increase the numbers if required (for example, you require large scale training delivered at speed). We will agree a competitive price with you if this is required.

Face to Face Training - Off site
We are also able to deliver the training in an offsite location, such as a hotel function room or a conference centre. We are able to arrange this for you, or you can make the arrangements. If it is arranged by Patient First Complaints we will discuss your requirements and offer you a competitive rate for the training.

Multi-organisation training events
We may from time to time offer deliver our training off site to more than one organisation at a time. For this, we would offer a 'per delegate' rate. These events are also excellent opportunities for networking with peers in other organisations.

Online Training (MS Teams or Zoom)
We can offer the same training over MS Teams or Zoom, however this may be unsuitable for larger groups and also the longer courses. We would recommend this for shorter modular training.

Training for staff with neurodivergency
We only offer this package on a face to face training basis.

Cost of training

Below are some indicitive costs for the training that we offer. All pricing is subject to discussion, but you can use these as a rough guide.

Face to Face Training - Client Premises
Up to 20 delegates - £3000 + VAT
Each additional delegate (above 20) - £150 + VAT

Face to Face Training - Off site
Estimated base cost per delegate - from £150 + VAT
Additional costs - these are dependent on the venue and other variables, such as if catering is required. We will discuss your organisations individual requirements and work with you to find a solution.

Multi-organisation training events
These are dependent on venue and will be advertised on our site when available.

Online Training (MS Teams or Zoom)
For an up to three hour course (modular) - £300 + VAT per delegate (discounts may be available for multiple delegates)

Training for staff with neurodivergency
The price will be the same as the face to face training less 10%, however due to the nature of this training we strictly limit the numbers to 10 delegates.

Course customisation
All courses will be Patient First Complaints branded. We can customise the courses should this be required in appearance and can customise some content to match local organisation policies. If there is repeat business from the organisation, you would not be charged again for customisation. If any changes are required, minor changes will be made free of charge and more substantial changes will be subject to cost.

Branding customisation (NHS or private organisation) - £100 + VAT per course
Course customisation - from £150 + VAT per course

Ready to book a discussion?

If you like the sound of our services and would to discuss your requirements, the easiest way to do this is to book an initial 15 minute appointment with us. This is free of charge. You can do that by following the link on this page. Alternatively, you can call us on 0330 043 4455 or send an email to enquiries@patientfirstcomplaints.co.uk.

Patient First Complaints Ltd
Registered in England • Company Number 17096327 • VAT Registration Pending
Registered office: 71-75 Shelton Street, London, WC2H 9JQ
Telephone: 0330 043 4455 • Enquiries: enquiries@patientfirstcomplaints.co.uk

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