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Know how to respond to comments and complaints
Table of Contents
This is a CQC article looks at the Winterbourne View abuse referred to in the tutorial, and describes the enforcement action it took.
Table of Contents
Tutorial Video
Reading Materials
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
Presentation
Good Practice Example
Interactive Quiz
Evidence Opportunities
Extended Learning
Imagine that a visitor complained to you about a duty of care issue. What steps would you take to respond to the complaint?
This is a CQC article looks at the Winterbourne View abuse referred to in the tutorial, and describes the enforcement action it took.
This second article is also from the CQC, and is the ‘Internal management review of the regulation of Winterbourne View’.
This document is called ‘Complaints matter’ and is produced by the Care Quality Commission.
Think And Challenge
