L5ADCARE15-1
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)
- ‘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
- 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
- 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.
- 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.
- Think And Challenge
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