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)
• ‘NHS and social care complaints’ 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
• ‘Effective complaints handling’ by Shropshire County Council
• ‘Complaints matter by the CQC
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 CACHEIf you are studying the 'NCFE CACHE Level 5 Diploma in Leadership and Management for Adult Care' qualification, please click to open this 'Evidence opportunities' sheet.
• HighfieldIf you are studying the 'Highfield Level 5 Diploma in Leadership and Management for Adult Care (RQF)' qualification, please click to open this 'Evidence opportunities' sheet.
• TQUKIf you are studying the 'TQUK Level 5 Diploma in Leadership and Management for Adult Care' qualification, please click to open this 'Evidence opportunities' sheet.
• iCQ If you are studying the 'iCQ Level 5 Diploma in Leadership and Management for Adult Care' qualification, please click to open this 'Evidence opportunities' sheet.
8. Extended Learning
• The Social Care Institute for Excellence has a section of its ‘Dignity in Care’ information on ‘Complaints. This resource has not been updated since May 2013. It may not reflect current policy but still provides valuable practice guidance.
• This guide from the Which? website looks at ‘Dealing with unsatisfactory care’ and includes a real-life story.
• 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. Click on the icon to the left to read the summary.
• The AvMA is a patient’s rights organisation. They believe health and social care should operate to the same criteria for the duty of candour. Click to read their leaflet for patients – it is also worth looking at their website.
9. Think And Challenge