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OTHER GAMES
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Improving Complaints Handling
An enjoyable board game designed to help frontline healthcare workers understand and implement best practice standards for recognising and handling concerns and complaints. Having fun makes learning more effective.
Good quality complaints handling is vital to ensuring continuous improvement in the quality and safety of care at NHS organisations. It provides a tangible and measurable reflection of an organisation’s commitment to an open and responsive safety culture.
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The Board Game
The game is very portable and easy to use. All you need is a room with a table and enough chairs for up to 10 people! The game is designed to last 45 minutes but you can make it shorter or longer depending on individual circumstances.
The game facilitator does not need to be an expert in complaints handling procedures and the role can be very ‘hands off’ because the game is essentially self-regulating. This means that the game can be played by anyone in any setting.
The game is competitive and is played by two teams of between 2 – 5 players. The game can accommodate larger teams but there is a risk that group discussions may become fragmented. Much better to play several games in parallel rather than squeezing too many people into a single game.What people are saying ...
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How to Buy
The Complaints Game will be sold on behalf of NHS England by their official distributor, Focus Games Ltd. To order your copy of the game simply visit their secure online shop by clicking the Buy Now button. You can order games online and pay by credit card or provide a purchase order.
Get a copy today and help your colleagues learn more about Complaints.
Price: �TBC exc VAT, P&P
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Useful Links
The game was developed by NHS England in partnership with The Patients Association. Both organisations have supporting information about complaints handling on their websites:
The game is intended to help implement recommendation 113 made in the Recommendations of the Francis Report in 2013:
113 Complaints handling
The recommendations and standards suggested in the Patients Association’s peer review into complaints at the Mid Staffordshire NHS Foundation Trust should be reviewed and implemented in the NHS.
The game is intended to help implement recommendation 113 made in the Recommendations of the Francis Report in 2013:
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Contact form
If you want to learn more about the Complaints Game please fill in the form below and we'll be in touch.
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