Managing concerns and complaints in adult care
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What is a formal complaint?
A complaint made by a solicitor
A complaint the complainant wants investigated
A complaint the complainant made to CQC
Any complaint whatsoever in a care home
When is a formal complaint urgent?
A resident or relative believes it should be
The complaint has been referred to CQC
The complaint involves abuse that might be repeated
The complaint involves a matter that might have to be reported to the police
What should managers do when they receive a formal complaint that is less urgent?
Talk to the complainant about what they want to happen as the result of their complaint
Talk to the complainant about who they think is to blame for their complaint
Talk to the complainant about involving CQC in their complaint
Talk to the complainant about compensation for their complaint
What do most complainants want as the outcome of the complaint?
A reasonable sum in compensation
To know that any responsible staff member will be disciplined
To know that what has happened will not happen again
As much compensation money as they can get
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