Know how to respond to complaints
Find and read a copy of your organisation's policy and procedures for dealing with complaints.
Table of Contents
- Tutorial Video
- Reading Materials
- 'Dealing with concerns from people who use care services' from the Social Care Institute for Excellence
- ‘Complaints policy’ by NHS England
Find and read a copy of your organisation's policy and procedures for dealing with complaints.- ‘Principles of good complaint handling’ by The Parliamentary and Health Service Ombudsman
- 'Regulation 16: Receiving and acting on complaints’ from the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16
- 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?
- Read about 'The duty of care of healthcare professionals' by clicking on this link.
- This document is called ‘Complaints matter’ and is produced by the Care Quality Commission.
- Click on the link below to access this factsheet ‘Abuse by health and social care workers’ from Mind.
- 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
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