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This Level 7 course (20 Credits) is designed for people who will be working as advocates for patients wishing to make complaints about the service they or a family member has received from state-funded health or social services. Those participating in the course may be employees of the Patient Advocacy Service, working as advocates from independent Advocacy services or may be working as Patient Advocates within the HSE.
Students will learn about the complaints process within the HSE and the role of advocates in supporting people wishing to make complaints. Students will also gain an in-depth knowledge of the Empowerment model of advocacy which will form the basis of the approach taken by the new service. The skills, principles and values needed to be an effective advocate will be explored and opportunities for students to develop these skills will be provided.
Who is this course for:
Students on the PSCA course will be adult learners (aged over 23 and if younger must hold a minimum of 60 ECTS Credits at HET Level 6 or equivalent) and be employed/volunteering as an advocate in the Patient Advocacy Service (PAS) or be employees of HSE/Health/Community Services where they or the health services would benefit from the inclusion in the training or be employees/volunteers in an advocacy role in an independent advocacy service. Learners will come to the programme with significant life and work experience.
Learning Outcomes
On successful completion of this course you will be able to:
Course Content
Module 1: Values and Context of Complaints in the Irish Health Service
The focus of the first module is the complaints process and the role of the PSCA in supporting people though the various stages of what can be a complex and challenging environment – and doing so in a way that empowers the person. The legislative and policy framework for complaints is discussed along with the obligations arising from international human rights treaties.
Module 2: The Patient Safety Complaints Advocacy Role
This module considers the concept of Advocacy in its various guises with a particular focus on Empowerment Advocacy as the model which will underpin the work of the PSCA advocate. It explores the values, principles and skills of the advocate.
Assessment
The course is assessed through written assignments, online activities and discussions, reflection, case study reviews and skills demonstration. The skills demonstration and online activities are completed during the course, while the other assessment elements are submitted by the closing date.
Student Supports
Each student will be allocated a tutor, who will provide telephone, email and online tutorial support throughout the programme's duration.
For more information visit the Cert in PSCA course page on opentrainingcollege.com, or email / contact Conor at cmurray@opentrainingcollege.com / or on mobile: 086-0756580 (Hours 9am-5pm please).
| Location Postcode | Dublin 14 |
| Course Category | Health & Safety Management, Health & Safety |
| Course Type | Online Learning |
| Course Qualification | Special Purpose Award / Certificate |
| Awarding Body | QQI |
| Awarding Body Details | Certificate in Patient Safety Complaints Advocacy |
| Course Start Date | 10th February 2026 |
| Course End Date | 15th May 2026 |
| Course Duration | 12 weeks |
| Course Time | Next Commencement - Winter 2026 / Spring 2027 - Dates TBD The course will commence with an Online Introductory Session (by Zoom, 10am - 11.30am). 1. Online Workshop 1: Date TBD: (9.30-4.00pm) 2. Online Workshop 2: Date TBD (9.30-4.00pm) 3,. In-Person Workshop 3: Date TBD (9.30-4.00pm) 4. In-Person Workshop 4: Date TBD (9.30-4.00pm) Skills Demonstrations: Individual assessment: from Date TBD 2027 until the Assignment deadline (Date TBD) (40 mins per student) Assignment Deadline (Course ends): Date TBD (9.30-4.00pm) Times: Unless otherwise stated, the workshop/webinars for this module will run from 9.30am to 4.00pm with comfort and lunch breaks. Enquiries to Conor at cmurray@opentrainingcollege.com. |
| Course Fee | 1135 |
| Entry Requirements | You are eligible to apply if you have: At least 3 years experience in a relevant area (nursing, clinical therapies, social care, social work, medicine, legal, psychology, psychotherapy, formal advocacy/complaints role). A keen interest in advocacy, empowerment, patient rights, complaints managing/processing and commitment to risk reduction strategies, quality outcomes and resolutions for patients. Strong interpersonal skills e.g. problem-solving; observational skills; empathic, resilient and positive; team-player; group skills (e.g. meetings). Basic IT skills (word processing, excel) and access to a suitable device (desk-top, lap-top, tablet) and broadband Internet. Robust written skills (e.g. report writing, using plain English) and an ability to interpret complex documents. English as your first language or hold CEFRL B2+ (=IELTS level 6) or equivalent Reached age 23 or over. Those aged between 18-23 must hold a minimum 60 ECTS Credits at HET Level 6 or above. and if you are: Willing to commit personal time (in addition to work time) in meeting the requirements of the programme of education. Willing to participate in skills development, sharing and practice in simulated settings. Willing to use/apply advocacy skills and knowledge in your current role following training. |
| Career Path | The course is designed to give students the skills needed to be effective independent advocates for people who are in vulnerable situations and need help in navigating their way through what can be a challenging environment. These skills can be used by independent advocates in the Patient Advocacy Service (PAS) or by people working in the health/social service sector. It is hoped that by having patient advocates within health and social services, along with independent advocates external to these services, that this will help make services more responsive to the concerns and needs of people using the service and contribute to developing the learning and advocacy culture within these services. |
| Course Code | PG24073 |
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