Managing concerns and complaints in adult care
Watch this local authority video on how complaints work for adult social care. It features a good interview with relatives who have made a complaint.
Table of Contents
- Tutorial Video
- Tutorial Video
- 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
- 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’.
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- 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.
- Think And Challenge
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