Know how to respond to complaints
Read your setting's complaints procedure.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Principles of good complaint handling’ by The Parliamentary and Health Service Ombudsman
- ‘Complaints policy’ by NHS England
- 'NHS and adult social care services - how complaints should be handled’ from Citizens Advice.
- 'Guide to support options for abuse' on the Mind website
- Read your setting's complaints procedure.
- Presentation
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Imagine that a visitor complained to you about a duty of care issue. What steps would you take to respond to the complaint?
- ‘Candidate Handbook for the Level 2 Diploma in Health and Social Care’ published by Heinemann. Read pages 89-91 from the handbook on dealing with conflict. NB. You should be able to borrow this book from your local library or it may be available online as an electronic version. Laser Learning is not suggesting that this book is more suitable than others available to learners. Be sure to look at a variety of books, including any mentioned in the Extended Learning section of the lesson.
- From the Care Quality Commission website read ‘Regulation 16: Receiving and acting on complaints’, part of the Health and Social Care Act 2008 (Regulated Activities) Regulation 2014.
- This is CQC article looks at the Winterbourne View abuse referred to in the tutorial, and describes the enforcement action it took.
- This second article is also from the CQC, and is the ‘Internal management review of the regulation of Winterbourne View’.
- Think And Challenge
Laser Learning Ltd.
Academy House, 3 Langley Quay,
Waterside Drive, Langley,
Berkshire, SL3 6EY