Know how to respond to complaints
Table of Contents
Case Study
Your team has been hired to care for Mr F. who is paralysed from the neck down, the result of a tumour on his spinal cord. Mr F. contacts your team’s line manager on the first day of this new arrangement to tell you that nobody has turned up to care for him. He is angry about this and feels that this has left him in a dangerous position since he needs round the clock care. Your team has let him down.
- How will you respond to this complaint?
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 tutor.