Complaints Handling & Investigation

"The feedback from the courses has been outstanding, and our staff have been able to apply what they learnt directly into their practice." Anna Johnson, Learning and Development Officer - Social Work, Cheshire West and Chester

"Delegates have commented that the training has giving them the knowledge to apply the law confidently and effectively in a court setting." Caroline Skinner, Social Care Learning and Development Team, Surrey County Council

"I would recommend all social workers and managers, especially NQSWs to attend these training programmes." Ingrid Perkins, Development & Training Manager, Enfield Borough Council

"As a council, one of our choice providers for specialist legal training is Bond Solon. Providing excellent outcomes, value for money, through the content, quality and delivery." Lesley Brazier, Workforce Development Manager, Wolverhampton City Council

"It is rare to come across training so consistently highly rated by participants of all levels as Bond Solon’s training. Evaluations regularly comment the training should be mandatory." Catriona Rooney, Principal Social Worker, Eastern Health and Social Services Board, N.Ireland

"This training was probably the most beneficial training I have ever put clinical staff through. It really brought home their accountability in regards to their documentation and there was a demonstrable difference in the compliance to documentation almost immediately in the clinical areas." Justine Hiller, Matron, Nuffield Health

"Highly recommend! The training style was rigorous but very effective and the academic content was very high!" Catriona Neil, BIA student, Northumberland Council

"This course is very well prepared and delivered in an excellent way. It is very succinct, professional and well worth every penny in terms of quality deliverance." Deborah Airey, BIA Student, Northumberland Council

"I would recommend this BIA module to all council staff. I found it very informative, interesting and hard work, but excellent for the practitioner." Rita Seewoorutun, BIA Student, Royal Borough of Kingston

"Very thoughtful and well delivered with a range of activities. Although challenging, very relevant for my role." Lyn Duncan, BIA Student, Durham Council

"Although the pace of the training is fast, I think this may have helped me to digest the information much better than if it was a weekly class." Sheila Grainger, BIA Student, Durham Council

"Excellent training and invaluable knowledge obtained to process to BIA Qualification. Well-structured and informative." Ian Howe, BIA Student, Hartlepool Council

"I think every social worker should have the opportunity to do this BIA Module." Samantha Hollywood, BIA student, Hartlepool Council

"The course was invaluable in understanding the role of the BIA Signatory. Enjoyable day." Linda Davison, Team Manager, Northumbria Health Care

"Well delivered course. Training very focused to the needs of the group." Maureen Jaimin, AMHP, Northumbria Health Care

“The Bond Solon BIA course has filled me with enthusiasm and drive to get out there and do each individual piece of work professionally and legally!” Nicki Slawson

“Great trainer, lots of information to get through. I think it was better to be trained by a trainer with a legal background rather than a social worker/BIA” Rhonda Starling

“This course will compel me to practice social work with a new rigour and higher level of knowledge and skills.” Lowenna Harty

“Excellent, stimulating, informative and invaluable training course.” Lowenna Harty

“I will recommend this course to colleagues, it has widened one’s understanding of how to support the disadvantaged” Gilbert Nenohwe

"It’s very well organised. The speakers are all very credible. We learned so much last year that we felt it would be really beneficial for us to come back." Tracey Palmer, Assistant Head of Midwifery and Legal Birth 2015 delegate

"I chose to come today because I wanted to learn more about risk assessments … and how we can make teamwork work properly. I would definitely recommend this conference to other people." Rachel Newlands, Senior Midwife and Legal Birth 2015 delegate

"Excellent day! Really interesting, the teaching was engaging and effective. 10/10." Charlotte Lowther, Registered Nurse, Nuffield Health

"The course was very valuable in our roles. The trainer was knowledgeable, approachable and very willing to answer questions." Catherine Long, Lead TB Nurse, CNWL

"Related to practice and allows you to look at how documentation can be used in court and ways to reduce inaccurate or overly vague information. This training gives an insight to required information and to think out of your comfort zone." Sandrine Esteban, Physiotherapist, CNWL

"Provided clear, concise information relevant to the training session. I am able to take the information and use it throughout my training and nursing career." Lauren Brown, Student Nurse, Uxbridge Health

"Excellent trainer, very interesting. I would really recommend this course, both in terms of interest as well as enabling me to see the reality of how important good record keeping is." Veronica Green, Diabetes Team Lead, CNWL

"Very informative course. I have been in the NHS for over 10 years and never had the opportunity to learn so much about health care records." Sakina Ramzan, Patient Flow Manager, Central North West London NHS Foundation Trust

"This is essential learning for all staff and I feel this course should be offered regularly as laws change and how to obtain/ use consent changes. If more staff attended, it would help clinical practice and dealing with difficult and controversial situations - may help reduce complaints!" Catherine Wardle, Mildenhall Community Team

"The training increased my knowledge and will enable me to make better informed assessments of mental capacity and recording of consent. This is one of the best day courses I have attended in a long time, held my attention for the full day, and I feel that I have learned a huge amount as the information was presented in a very accessible way." Shendi Lilley, Bluebird Lodge, Ipswich

"I would recommend this training to all clinical staff. The staff found the day incredibly powerful and it generated a buzz for weeks afterwards. I was amazed by the engagement from my clinical team and would encourage all leaders of organisations to consider this training." Justine Hiller, Matron, Nuffield Health

"I am pleased I enrolled with Bond Solon for the BIA course, the course structure is well thought out." Tafadzwa Chinodzama, BIA Student, Locum Social Worker

"Susan Inker had a professional and analytic presentation in this course. I really recommend the BIA qualification module with Bond Solon due to the quality of this." Aurora Buche, BIA Student, Islington Council

"I have thoroughly enjoyed the course and feel I am building my knowledge and feeling more confident. Very interesting and enjoyable." Emily Richardson, BIA Student, Locum Social Worker

"Excellent course. Well paced and helps develop confidence and professional competence." Mike Jones, BIA Student, Independent Social Worker

"I find the course very interesting and the trainer delivered at a pace that was appropriate and was keen on responding to the needs of all." Mohammed Arch, BIA Student, Locum Social Worker

"Essential, high quality training provided in a well produced, supportive learning environment." Lowenna Harty, BIA Student, LJ Lawry Social Care Ltd

"The training exceeded my expectations. The trainer had an extraordinary ability to engage the attention of the audience and had a superb understanding of NHS context and culture, the difficulties and dilemmas of NHS staff. Outstanding." Shakti Thakur, Consultant Ophthalmologist, Rotherham NHS Trust

"An excellent day of training. The course was presented in a logical, easily understandable format. Thanks very much. If only every midwife attended this session at least once after their qualification." Angela Springhall, Midwife, Nottingham University Hospital Trust

"The trainer was very knowledgeable and made the course very interesting and engaging. I really would recommend this course to other nurses as it was very useful and will benefit all nurses. All courses provided by the trainer have been of excellent standard." Michele Ramkissoon, Ward Manager, Birmingham Community Healthcare NHS Trust

"I enjoyed the training and have lots of useful tips to use when I write my report. The training provides a lot of information which can be used in all nursing disciplines. It raises awareness and enables you to look at your own practice." Monica Davis, Health Visitor, London North West Healthcare Trust

"The trainer was very approachable and knowledgeable and delivered interesting training. Bond Solon training will definitely influence the quality of my record keeping as well as give me a solid preparation for statement writing." Joanna Thompson, Health Visitor, London North West Healthcare Trust

"The trainer was extremely knowledgeable and pragmatic. It was a very useful learning experience as it was really useful to gain insight from the legal perspective of what is needed from us. This should mean that what we now provide to the court is more useful." Christine Burren, Consultant Paediatric Endocrinologist, University Hospital Bristol NHS Foundation

"I have a better understanding of court processes and needs of the court which will help me write more focused and objective reports. The trainer was personable and flexible. They were also very clear in explaining the needs of the court. I would recommend this course before starting Child Support Agency work." Rachel Atkinson, Consultant Community Paediatrician, East Sussex Healthcare Trust

"Amazingly insightful course which will have transformed my record writing. Brilliant trainer, kept the course relevant and interesting." Annabel Hawkes, Community Care Worker, Devon County Council

"The trainer had relevant experience and understanding of mental health to apply to the work setting and general use of skills and how to apply them more widely. Excellent training, one of the best courses I have attended. The skills are applicable in so many areas, not just complaints!" Nikki Collins, Psychologist, West London Mental Health Trust

"The trainer was very engaging and knowledgeable and made good use of real case examples to illustrate the material. I feel the teaching method - interaction, visual aids, enabled me to retain the information." Michelle Christmas, Psychologist, West London Mental Health Trust

"The trainer was engaging and knowledgeable. Relevant use of case studies and examples were used throughout and there was a good use of practice time. Excellent training which was relevant to my role. It will help in the future when undertaking and investigating further complaints." Alison Dudley, Lead Nurse Therapist, West London Mental Health Trust

"The trainer was excellent. I learnt a lot even though I have been working in complaints for a long time. I thought it was excellent and thoroughly enjoyed the session." Deborah Prince, Complaints Lead in Surgery, Luton and Dunstable Hospital

"Very knowledgeable and intuitive trainer with a good sense of humour. There was a good mix between classroom and interactive exercises. Excellent training day which gives a new perspective to complaints handling and providing a response letter." Clive Underwood, Senior Charge Nurse, Luton and Dunstable Hospital

"Having not dealt with complaints in an investigative role previously, I feel that the course has provided me with a good framework and principles to follow." Philippa Fido, Planning & Reporting, Wales Audit Office

"I found the course very informative, touching on topics that would benefit me in the workplace, within a job role of a complaints handler. I found that the training was well presented with useful material. The trainer made the course interesting. Thank you, it was great!" Rachel Jones, Complaints Team, Driver and Vehicle Licensing Agency

"The trainer was very relaxed and very knowledgeable. He gave good explanations and practical examples to reinforce points, and had excellent presentation skills. He also engaged very well with the delegates. The course content was excellent with a good mix of practical skills and knowledge." Louise O'Connor, Legal/ Government Complaints Lead, Hywel Dda Health Board,

"All of the training will help in all aspects of investigating an incident. The course was very informative and will aid uniformity within the team when undertaking investigations. The trainer was also really good at getting the knowledge across." Jennifer Evans, Assurance Safety & Improvement Team, Hywel Dda Health Board

"The trainer was an excellent presenter and was fluent, knowledgeable and humorous. The day flew by and was much more interesting than I imagined. I did learn something new even after 15 years." Sarah Milne, Customer Care Manager, London Borough of Sutton

"The trainer was excellent and made the course exciting and interesting and made us want to learn. An excellent course. It was thought provoking and encouraged reflection on our current practice and how I would behave when questioned, also what I need to do to fully prepare to be cross examined. I would recommend others to attend." Louise O'Connor, ANP Tissue Viability, Central Manchester University Hospital Foundation Trust

"The trainer was knowledgeable of the subject, engaging, articulate and interesting. This course has provided me with the skills to feel more confident if I was called to court as a witness. The techniques discussed will be invaluable to use in practice e.g. documentation writing and in a court situation." Julie Mullings, Tissue Viability, University Hospital of South Manchester

"The trainer was articulate and engaging. They made good use of deflection in their voice with relevance to the point they were trying to get across. They showed an indepth knowledge and understanding of the needs of the group. The training was very pertinent to my role which encompasses several forms of investigations and reports, including previous experience of court. I will use this training for my reflective practice when I revalidate. Theresa Mitchell, Tissue Viability Clinical Nurse Specialist, Livewell South West

"The trainer was extremely knowledgeable, entertaining and informative. The course addressed the issues I wanted it to and gave me the skills to be able and confident to go into Coroner's Court." Maria Moore, Social Worker, North Community Mental Health

"This course has helped me prepare for court - ensuring all has been done before we even think about court. If cases do go to court, this course has helped reduce anxiety about this with better awareness of court procedures and notes. Very engaging trainer that made a daunting subject accessible and kept the whole day interesting." Tania Emery - Associate Clinical Lead, Southampton City Clinical Commissioning Group

"Superb knowledge, understanding and delivery. The trainer had tremendous experience, knowledge and insight into the legal aspects and impact on NHS Consultants, with relevant insight into the difficulties this may cause for individuals." Shakti Thakur, Consultant Ophthalmologist, Rotherham Hospital NHS Trust

"The trainer was very informative and always ensured people understood the information passed on. I feel that all members of the nursing team and doctors, etc. should attend the course." Margaret Fieldhouse, Sister, Birmingham Community Health Care

"The trainer was interesting, knowledgeable and had a realistic view of the workplace and its trials and tribulations. Captivating. I could have listened for many more hours. The training itself was thoroughly interesting and relevant." Anne Newham, Community Matron, Birmingham Community Health Care

"The training was well paced, interesting and thought provoking. It was nicely presented with ample opportunity to engage in discussions and share ideas. A good remit of handouts provided and good group exercises at the end of the day. I also found the course helpful in assisting Team Managers in guiding social workers to provide clear, concise court reports that are easy to read and robust in content so that the child's voice is heard." Angela Kerr, Children's Team Manager, Belfast Health & Social Care Trust

"Excellent training which was really well delivered. Provided me with much more confidence going into the court arena - really useful hearing it from a Barrister." Mile Wilkinson, Social Worker, Plymouth City Council

"An extremely enjoyable training event. The training allowed for full participation on the topic and what you are experiencing during day to day practice discussion. Would certainly recommend colleagues attend the course. The trainer delivered an exceptional course." Branagh O'Sullivan, Looked After Children Team, Belfast Health & Social Care Trust

"The trainer was excellent, very knowledgeable and very entertaining. I found the course content beneficial to my professional development. I would highly recommend this course to social workers regardless of their current level of experience." Ann Williams, Social Worker - Safeguarding Team, Bury Children's Services

"The trainer was very knowledgeable, interactive, clear in explanations, organised and provided good practical examples. An excellent and informative training course, delivered in a high quality with a superb guide and written materials. Every social worker should benefit from this training. Thank you!" Julia Enneota, Fostering Social Worker, Bury Council

"The trainer was extremely approachable and engaging. Their way of presenting showed that they knew the information inside-out and were interested in the content themselves, and with us as practitioners. All very good!" Gemma Dixon, Social Worker, Devon County Council

"The trainer was excellent, explained things fully, enabled full discussions and answered all questions so we all fully understood all aspects of information. As a newly qualified Social Worker, this training is invaluable to support the child throughout the court proceeding. It was very helpful to have the whole process explained, from legal planning through to the final hearing, and what I need to do and what evidence to provide." Emma Spencer, Social Worker, Devon County Council

"Very well delivered information shared at a volume but in a user-friendly manner. Questions were explored and explained. This course will most definitely impact on my practice. It has highlighted areas that need to become focused/ improved." Mikaela Wallace-Bannan, Social Worker, Bolton Council

"The course was very informative and was delivered at a good pace. The material was concise and very helpful to my role. Everything I learnt was valuable to my practice and those I work with. This two day training has been invaluable to my practice and will help to improve my practice from today. I will now feel more confident with writing my social work statements and care plans and will feel more confident when explaining processes to families." Christie McDonagh, Social Worker - Family Support Team, Oxfordshire County Council

"I am so much more aware of the issues around consent and thought the training was brilliant. Every staff member should have the opportunity to spend a day at Bond Solon training as it was brilliant." Julie Foster, Community Nurse, Suffolk Community Healthcare

"The training exceeded my expectations, the use of personal experience and examples made it very interesting. The trainer was also knowledgeable, interesting and engaging. In terms of informed consent, I now realise that you don't need to say every little thing if very unlikely." Philippa Nightingale, Advanced Nurse Practitioner, The Royal Marsden NHS Foundation Trust

"Excellent introduction to statement/ report writing and how to ensure practice is underpinned by child care law and how to promote best practice. The trainer was very knowledgeable and was able to offer extensive experience and guidance to promote best practice in social work." Amy Forrest, ACP Social Worker, Middlesborough Children Services

"The training has enhanced my confidence in adopting a supported decision-making approach. The trainer was well informed and personable. I feel that this training is essential for all MCA practitioners and I would recommend this course to anyone with responsibility for supporting vulnerable people to make decisions." Christian Kerr, Social Worker, Gateshead Council

"The trainer was brilliant. Every session I have had with them has been great as they relate everything to everyday practice and are really clear. This is an essential training day for all nurses or doctors wherever they work." Lynne McEwan, Advanced Nurse Practitioner, Castle Point and Rochford CCG

"The course was highly relevant and immediately applicable to complete DoL COP10 forms and complete Mental Capacity Act assessments. The trainer was highly knowledgeable of the topic and actively practising to be able to answer our questions. The trainer was also excellent at making the law understandable and bespoke to our needs. They delivered a bespoke and highly informative training package to make a significant difference to my working practice." Christian Vaughan-Morris, Learning Disability Team, Cardiff Community Council

"The trainer was excellent. The course information was delivered at a level of understanding. Law can be 'intense' but the trainer added humour and the case studies are very helpful. Overall, it was an excellent course delivered by an excellent tutor." Jean Spedding, Adult Social Services, Stockton on Tees Borough Council

"The course came at an opportune time in my work and social work practice and was an identified training need. Great trainer, knowledgeable, professional and personable. I will be able to assess mental capacity, complete best interest decisions and COP.10 forms more confidently and have a broader knowledge of these issues for guidance in practice." Non Evans, Social Worker, Cardiff Council

"I have learnt how to be aware of how to write a more accurate and concise report. All of the training was really useful and relevant. The trainer was excellent. I wish we had had this training before and I think all Senior Nurses/ Clinicians should attend this as mandatory. The course was very thought provoking and motivating and helps you to gain confidence." Linda Retallick, Matron, Peninsula Community Health

"I feel much more knowledgeable about what goes on in a coroner's court and the importance of accurate recording of notes. The course was very informative and illuminating of requirements of evidence needed in a coroner's court. The trainer was also excellent, very knowledgeable and supportive." Helen Scivyer, Social Care Practitioner, Warwickshire County Council

"The course has helped me to develop my report writing skills and what to consider or include when writing a report. I thoroughly enjoyed the 2 day course and felt that it was very informative about setting the scene in court. It also helped me to understand what my role is and the importance of having a thorough report as this would stand me in a stronger position in court. I would recommend this course to other professionals and colleagues." Nicola Keen, Social Worker, Durham County Council

"The course met all my expectations and I now have an understanding of coroner's court. I now feel more confident about coroner's court and the process involved. The trainer was very knowledgeable and gave good explanations. They made the course practical and the information can be applied easily if necessary." Gillian Stratton, Deputy Ward Sister, South Essex Partnership Trust

"I believe that my evidence recording will develop and I will incorporate the relevant elements. The training was very informative and engaging. I found areas of improvement within my practice following this course. Thank you for this insightful training. I was not sure how any training would address the anxieties I had about CHC from a practice perspective but you have provided the tools I should be able to rely on." Kirstin Clarke, Social Worker, Adult Learning Disabilities Team, Warwickshire County Council

"All of the training was very useful and very relevant to my job role. It was good to apply the legal framework to the case study and completion of CHC checklist and decision support tool. The training has given me the knowledge to be more effective in completing documentation presenting evidence and challenging decisions. It would be beneficial for every member of the team and team manager to attend this training." Gayle McConnell, Social Worker, Redcar & Cleveland Borough Council

"The trainer had a very good understanding of the subject and a good sense of humour. They delivered the course at an excellent pace and were extremely knowledgeable of the NHS Continuing Healthcare legal framework. I thoroughly enjoyed this training. One of the best." - Moira Farrell, Social Worker, The Care & Wellbeing Company

"I advise supervisors and have RM's that I line manage and this course will be extremely useful to me when discussing training and professional responsibilities, etc. The trainer was such a brilliant speaker. The time flew by as the training delivered was extremely engaging and interesting." Sarah Dunn, P.N Team Lead, Mid Essex Hospital Services NHS Trust

"The trainer was excellent with a vast amount of knowledge. The training was fantastic; I'd like to see this course utilised throughout my trust. I gained a better understanding of consent to treatment, specifically in relation to paediatrician's duty of candour." Julie Drobek, Matron, Rotherham Foundation Trust

"The trainer had a relaxed, informed style and a flexible approach to tailoring the content to the needs of the group. They came across as very knowledgeble and credible, and were very easy to listen to which held the groups attention. This is essential training for anyone who may need to attend court as a witness or who is in a supervisory role with staff who may be requiring support." Adrienne Smyth, Safeguarding Children Nurse Specialist, Western Health and Social Care Trust

“Brilliant - can't thank you enough for developing this. Really supportive (and affordable). This will become more important as this progresses and we all have dilemmas and concerns.” Adult Safeguarding and MCA Lead, Hounslow and Richmond Community Healthcare NHS Trust

“Excellent, thank you very much, it was really helpful to have some guidance so quickly.” Designated Nurse Safeguarding Children, Trafford CCG

“Every aspect of the training will be used in my general practice as I am a front line manager of social care staff/AMHPs. I get asked to advise on many situations involving clients of all age groups and all circumstances. Then I get to follow my own advice in practice.” Senior Social Work Practitioner, Powys County Council

“Brilliant - can't thank you enough for developing this. Really supportive (and affordable). This will become more important as this progresses, and we all have dilemmas and concerns.” Adult Safeguarding and MCA Lead, Hounslow and Richmond Community Healthcare NHS Trust

“Excellent, thank you very much, it was really helpful to have some guidance so quickly.” Designated Nurse Safeguarding Children, Trafford CCG

“Very useful training and I feel more confident about what we need to do. I think it is quite scary for us as we face staff shortages.” Senior Adult Social Care Practitioner, Cheshire West Council

“Very useful training and facilitated in a very knowledgeable and understanding way. Thank you” Anonymous Delegate

"I really enjoyed the training session and found it to be relevant, informative and well delivered at the right level for mental health clinicians/managers on the course." Dr Rick Fraser, Consultant Psychiatrist and Chief Medical Officer, Caldicott Guardian and Responsible Officer, Sussex Partnership NHS Foundation Trust

"There is a lot of information that we are having to absorb at the current time. Hearing someone talk about the subject is helpful and easier than actually reading lots. I think this has given an excellent overview of the easements and how they apply to our area of work. The accompanying notes are very useful for referencing. Thank you." Care Manager, Social Care, Middlesbrough County Council

“This day has been one of if not the most informative education days I have done. My practice in SG supervision is going to change beyond recognition, thank you very much.” Carol Rogers, Deputy Director of Nursing and Quality, Primary Care 24

+44 (0) 20 7549 2549info@bondsolon.com

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