A flow chart of exactly how a complaint should be dealt with is within our policy on Concerns and Complaints. Once a complaint has been dealt with and closed we can ask the complainant for their feedback on the process, for example is there anything they would have liked to have seen done differently.
Get Full Essay Get access to this section to get all help you need with your essay and educational issues. All staff team members cook so key points of the meeting must be shared and implement the necessary changes.
So I may organise my diary in a way that incorporates time for meetings, gathering of data and time to write a letter of response or a holding letter.
There are many organisations, including charities that can give you free support and advice on how to make a complaint. The complaints procedure in place in all step a side homes is effective because it is young person focused, makes us open and accountable, it ensures we act fairly and proportionately, it ensures we put things right and are seen to do so and it means we are continuously seeking to improve upon the service we deliver.
Verbal concerns or complaints should be responded to immediately if at all possible and an apology offered at the time, if appropriate. Also, many of my staff find that they can usually sort a small problem as it occurs meaning that there is no need for it to be taken further into a formal complaint.
Furthermore, correctly handling complaints and showing that we respond to feedback by advertising our feedback and demonstrating the actions we took, this instils confidence in other young people and relatives.
Particularly if a professional has visited whilst I have been absent, I may contact them to see how they found the staff in the home, were they able to access the information they required and is there anything they can recommend we put in place at our home based on their area of expertise?
Be able to lead the implementation of procedures and practice for addressing concerns and complaints 3. It is usually a good idea to keep a record of what you said, who you said it to and what they said.
I then devised a chart with several headings: A relative might not think their concern or complaint will be taken seriously or be dealt with professionally, they might have little faith in the management of a home or think that they will be alienated as a result of complaining.
As such it is to be expected that, whilst our standards of care are set at a certain level, some individuals will expect more and some will expect less. The kitchen assistants shared the view of the cook, although they did not have any knowledge regarding budgets.
By extending the budget available to the cook, we were able to create a fortnightly menu offering 14 different lunches and main meals.
If staff members are absent or there are a lot of staff involved then it will take longer to investigate, as time needs to be allowed to interview staff and take statements. Individual staff supervision, General staff meeting, Service user reviews Informal discussion on a one to one basis with relatives Feedback.
This provides relatives and guests with an opportunity to provide feedback anonymously if they wish to. Meaning a prospective service user and their relatives could read this for an idea on the sorts of feedback and comments that we receive, in the home, from existing visitors.
They do not have to wait till a review of the service users care, until the service users key worker is on shift, or until I am in the office. Once an individual makes a complaint they will be written to immediately, acknowledging receipt of the complaint and a time frame for certain feedback.
There is also a copy of expected standards of care which gives service users and relatives a reference for what they should be expecting to receive in the home.
I always ensure I am available on a drop-in basis to relatives and visitors and that they can approach me with one off questions or arrange a more formal setting by means of an appointment.
On exploration of who was on shift that day and speaking to that team of staff I was able to identify who had laid the table. My method answers the points raised in chronological order keeps to the facts. This could have been dealt with much easier if the staff member had just been clear it was a complaint and not just a misunderstanding.
A relative might also not be aware that they can complain although this is in the welcome back and checked by social services and that it has been given or might not know what the expectation are for the care of their loved one. The guidance this is in place is in line with national guidelines and the local council regarding complaints.
Outcome 2 Be able to develop procedures to address concerns and complaints 2. Having clear set guidelines also enables the investigators and those implicated in the complaint to understand their expectations of the process and feel more comfortable that things are being carried out it a procedural manner.
They may see a lot more of a certain area or department of the home and can bring things to my attention before I notice it myself. I then sent a holding letter to her identifying the complaint had been logged formally and was being investigated.a)Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in your area of work.
b)Analyse how each one affects service provision. The Local Authority. Social Services and National Service Complaints (England) amendment Regulations came into effect in April Louise R. McCullagh TTR Learner No: Unit Unit Develop Procedures and Practice to respond to Concerns and Complaints Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own home The complaints policy for Four Seasons Health Care outlines the following aims: To resolve concerns / complaints as quickly and.
Learning outcome 1. Understand the regulatory requirements, codes of practice andrelevant guidance for managing concerns and complaints Identify the regulatory requirements, codes of practice and relevant guidance for. Below is an essay on "Develop Procedures and Practice to Respond to Concerns and Complaints" from Anti Essays, your source for research papers, essays, and term paper examples.
Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own area of work/5(1).
Our guidance explains how care providers can meet this requirement, which is one of the Health and Social Care Act (Regulated Activities) Regulations Its intention is to make sure that people can make a complaint about their care and treatment.
Unit Develop Procedures and Practice to respond to Concerns and Complaints Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own home.Download