Unit 1 Health and Social Level 2 Nvq

Andrew Arnott Section 1 Duty of care Short answer 1   Sep 2013

In identifying the requirements for dealing with complaints:

The legalities are based on the health and social care act 2012 and at Linford Grange they are must have a formal complaints procedure in place. This first and foremost means tackling the complaint head on at the earliest stage and trying to resolve the situation before it gets to a serious stage. We always say its best to try and solve it as soon as possible to avoid the resident from getting too upset. There is a ladder of people to be contacted in a complaints procedure and that is myself   and if I can't solve it then I would ask my Team leader to resolve it. The last person on the ladder is the general manager, but with any complaints here, it never gets to that stage and all of us are trained to be able to deal with them at the first stage.
The complaints procedure should be always followed and it includes informing the resident and/or their families how it will be investigated and how long it will be before they get a resolution. Also we are trained to learn by the complaints.
The organisational requirements are to have a complaints policy in place so it is properly implemented and the complainant knows it is being dealt with thoroughly. Making sure that everything is recorded for promotional and training purposes so as if the complaints procedure needs to be changed then the recordings will help to know where the changes are needed. Regular updates and meetings should include any complaints made so as it stays fresh in the minds of all the staff.

Andrew Arnott Section 1 Duty of care Short answer 2   Sep 2013

Make sure you listen, don't interrupt and give respect to the person complaining. Be sure to make notes of everything that is said. Make an apology for their experience   without admitting wrong doings.
Thank them for confiding in you and assure the complainant that you will personally make sure to forward it to the...