Mediating Patient Complaints

The essential course for NHS, health and social care complaints handlers, managers, supervisors and HR professionals.

This healthcare complaints resolution course has been designed to assist delegates to secure constructive and meaningful resolutions from patient complaints. It achieves this by providing a compassionate and highly effective model for responding to complaints- the FAIR mediation framework. Upon completion of the programme, delegates will have developed powerful skills and competencies for responding to and resolving complaints.

Unfortunately, in such a high pressured and stressful healthcare environment, it is natural that mistakes will be made and disputes develop. Patients may raise complaints for a number of reasons, ranging from clinical errors to long waiting times, poor communication or failure to fund treatment. Traditional complaints systems within the sector are highly retributive (focused on blame.) Here at TCM, we believe that a non-adversarial (restorative) approach offers a more favourable outcome in many cases.

Our extensive experience within workplace mediation inspired us to develop the course. We know that the process is applicable to a wide range of workplace environments, including the handling of complaints raised by patients. During the programme, we deliver the essential skills needed to bring complaints to a constructive resolution, with positive outcomes for all involved.


  • Be able to divert a wide range of patient complaints away from traditional complaints handling mechanisms.
  • Make the most of mediation to resolve issues and rebuild damaged working relationships
  • Contribute towards the development of a fair and just culture within your healthcare organisation


The NHS and healthcare organisations need to move away from a system of retributive justice to a restorative, fair and just culture. To achieve this, healthcare leaders must not focus on who might be at fault, but on what went wrong, and how they can prevent this from happening in future. DAVID LIDDLE, CEO AND FOUNDER OF THE TCM GROUP

Key Facts

Suitable for all healthcare complaints handlers, managers, supervisors and HR professionals.

Please contact us for our latest prices for in-house delivery to groups of 4 or more.

Further information

Would you like this course delivered in-house?

TCM specialises in tailoring all of our courses for in-house delivery. We also design and deliver bespoke courses and training programmes for our customers. If you would like to find out more, please feel free to give us a call on 020 7404 7011 or complete the enquiry form below and we’ll get back to you.


TCM Accredited Facilitator

TCM Accredited Investigator

TCM Accredited Mediator

The CPD Certification Service

ILM Recognised Provider

OCN London