1. 1

2. NHS NES / SPSO e-Learning I Complaint Standards Authority

3. It’s Free and you can access it from the top of Ben Nevis..Little Things Make a Difference Website www.knowledge.scot.nhs.uk/making-a-difference.aspx

12. Year 2 Investigation Skills e-learning – for clinical and non- clinical staff. Hosted on LTMABD again Practice Managers’ Training – direct delivery with train the trainer cascade resources Exec / Non-Exec Masterclasses Joint NCPAS session for NHS Complaints Staff and CAS staff

14. As Paul McCartney SHOULD have said “But why should I moan, when I know the things that you do will make me feel alright…. I should give you feedback instead!”