Develop procedures and practice to respond to concerns and complaints
Table of Contents
Case Study
You are having lunch in the staffroom and a number of staff are discussing an incident that occurred earlier in the day and before you arrived for work. It appears that a client expressed their concern that there did not appear to be enough staff on duty at that time and she was worried about safety issues. Some of the staff are of the opinion that the client ‘just has to find something to complain about’ and another expresses the view ‘well we don’t do the rotas so there’s no point complaining to us’.
- What do the staff comments indicate about their approach to customer care and dealing with complaints?
- Should the fact that the client only ‘expressed a concern’ mean that the incident should be treated as a complaint? Why?
- What action should you take to address the issues raised by the staff?
- What action should you take to address the issue raised by the client?
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your assessor.