This course introduces Cancer Care Associates’ (CCA) approach to patient feedback management and its critical role in delivering high-quality, safe, and person-centred care. Designed for all staff, this module outlines what feedback is, why it matters, and how staff can effectively respond to and manage feedback in line with CCA’s policies, procedures, and values.

Participants will learn about the types and sources of feedback, staff responsibilities, escalation pathways, and the role of feedback in supporting governance, compliance, and continuous improvement. The course also highlights how feedback contributes to risk mitigation, performance, and building a culture of trust and learning.

By the end of this course, staff will be confident in their role in supporting feedback processes and upholding CCA’s commitment to care beyond expectation.