Know how to respond to comments and complaints
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
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