REAL COMPLAINTS

Real Complaints' training resources are a collection of structured workbooks and workshop resources designed with and for complaint handlers and based on the specific communication practices that have emerged as important from our research. The training incorporates real (anonymised) clips from recordings of complaint conversations which show how the language choices of complaint handlers influence how the patient feels about the encounter... The Real Complaints project aims to make the experience of complaining to the NHS better for patients and their families and improve the outcomes for the NHS, recognising that complaints can help improve services for other patients.