This course looks at why concerns about communication and attitude arise, how patients and colleagues experience a rude, dismissive or rushed manner, and how to give information clearly, including to people with limited English or low health literacy. It explains the NHS complaints process, shows how to write a meaningful apology and complaint response, and guides you through reflection and remediation if your communication has been questioned.
What you will learn
- Describe the behaviours that patients and colleagues commonly experience as rude, dismissive or disrespectful, and why they arise.
- Use structured techniques such as signposting, chunk and check, and teach-back to give information clearly.
- Respond to an angry or upset patient or relative in a way that reduces conflict.
- Explain the NHS complaints process in England and your role in a local complaint response.
- Write a meaningful apology and a complaint response that is clear, specific and non-defensive.
- Write a reflection and remediation plan for a communication or attitude concern, with verifiable evidence.
Course content
- Why communication concerns matter (2 min)
- How a rude or dismissive manner is experienced (3 min)
- Giving information clearly (3 min)
- Responding to anger and distress (2 min)
- The NHS complaints process (2 min)
- Writing a meaningful apology and complaint response (3 min)
- Insight, case study and remediation (3 min)
- Knowledge check (10 questions, 10 min)
- Guided reflection (15 min)
Standards and guidance covered
- GMC: Good Medical Practice (2024), including the domains on working with patients and working with colleagues, treating people with kindness, courtesy and respect
- GMC: Decision making and consent (2020)
- NMC: The Code (2015, updated 2018), including communicating clearly, treating people with kindness, respect and compassion, and responding to complaints
- HCPC: Standards of conduct, performance and ethics (2024), including communicating appropriately and effectively and dealing with concerns and complaints
- GPhC: Standards for pharmacy professionals (2017), including communicating effectively and person-centred care
- The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 and the NHS Constitution for England
Certificate
Courses are free to study. When you pass the knowledge check (80%) and complete your reflection, you can buy a verified certificate showing your CPD time, with a unique ID and QR code that anyone can check on our verification page.
Study free at your own pace on any device.
Related guides
Duty of Candour: What to Do When Things Go Wrong
Duty of candour explained for UK healthcare professionals: what to do when things go wrong, how to apologise, near misses and the statutory duty.
How to Respond to and Reflect on a Patient Complaint
How to respond to a patient complaint calmly and professionally, and how to write a reflection on it that shows insight, with a worked healthcare example.
Practitioner Insight is an independent education provider. It is not affiliated with or endorsed by the GMC, MPTS, NMC, HCPC, GPhC or any NHS organisation, and this information is not legal advice. If you have been referred to a regulator, speak to your defence organisation, trade union or legal representative.