Table of Contents

1. Tutorial Video
2. Tutorial Video
3. Reading Materials
• ‘Regulation 16: Receiving and acting on complaints’ from the Care Quality Commission (CQC)
• ‘Regulation 20: Duty of candour’ from the Care Quality Commission (CQC)
• ‘Get advice about health services’ on the Citizens Advice website
• ‘Concerns about a care service’ on the SCIE website
• ‘Raising concerns at work: Whistleblowing guidance for workers and employers in health and social care’ by Speak Up
• ‘Good Practice guidance for handling complaints concerning adults and children social care services (England)’ by the National Complaints Managers’ Group
• ‘Complaints matter by the CQC
• ‘Effective complaints handling’ by Shropshire County Council
4. Presentation
• Click to launch this lesson’s first presentation by Speak Up on whistleblowing for social care managers.
• Click to launch this lesson’s second presentation on ‘Understanding compliants’.
• Click to launch this lesson’s third presentaion on the ‘Duty of Candour’.
5. Good Practice Example
6. Interactive Quiz
7. Evidence Opportunities
• NCFE CACHE 2022 (610/0673/7)
• NCFE CACHE
• Highfield
• TQUK
• IAO
• CITY & GUILDS
8. Further Reading
• The Social Care Institute for Excellence has a section on 'Dealing with concerns from people who use care services'.
• This guide from the Which? website looks at ‘How to complain about a care provider'.
• The CQC have produced a document on ‘Human rights approach for our regulation of health and social care services’ which explains the human rights approach underlying inspection.
• This resource from Independent Age gives more information about ‘Independent advocacy’.
• The Francis report is an enquiry into failures in the health system, which led to the requirement for a duty of candour.
• The AvMA is a patient’s rights organisation.
9. Think And Challenge