Laser Lessons - Lesson

Know how to respond to comments and complaints

Table of Contents

In this tutorial you will learn:

About your role in listening and responding to comments and complaints
About the main points of agreed procedures for handling comments and complaints
About the importance of empowering individuals and others to express their comments and complaints

Table of Contents

Find and read your organisation’s policies and procedures on receiving comments and complaints
‘Regulation 16: Receiving and acting on complaints’ from the Care Quality Commission (CQC)
‘Dealing with concerns from people who use care services’ from the Social Care Institute for Excellence
‘Raising concerns at work: Whistleblowing guidance for workers and employers in health and social care’ by Speak Up
‘Principles of Good Complaint Handling’ by The Parliamentary and Health Service Ombudsma

Think And Challenge