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Know how to respond to complaints
Table of Contents
In this lesson you will learn:
How to respond to complaints
The main points of agreed procedures for handling complaints
Table of Contents
Tutorial Video
Reading Materials
‘Dealing with concerns from people who use care services’ from the Social Care Institute for Excellence (SCIE)
‘Adult Social Care’ from the Local Government and Social Care Ombudsman
‘Abuse and neglect of vulnerable adults’ from the NHS
Presentation
Good Practice Example
Interactive Quiz
Evidence Opportunities
Extended Learning
From the Care Quality Commission website read ‘Regulation 16: Receiving and acting on complaints’, part of the Health and Social Care Act 2008 (Regulated Activities) Regulation 2014.
This is 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’.
Click to read ‘How to handle customer complaints’ from Skills You Need.
Think And Challenge
