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Know how to respond to complaints
Table of Contents
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
