Assignment 304 task C
Assignment 304 task C
Ci: A legal requirement for dealing with complaints is to follow the Health and Social Care Act 2010 and National Minimum Standards – complaint’s policy. These standards require the Care home Manager to have clear procedures that enable Service user to make their views, concerns and worries known. Policies to deal with suspicion and evidence of physical, financial, psychological or sexual abuse self-harm or neglect.
If the complaint is not satisfactory resolved, you can contact the Local Government Ombudsman, Parliamentary and Health Service Ombudsman.
If the complaint is about poor quality and standards of care, the Care Quality Commission [CQC] should be informed.
Cii
Staff should follow the complaints procedure in place, who is their first contact? Make yourself familiar with the procedure and policy.
Encourage staff to identify problems early to help complaints at a later date;
Keep response timescale as short as possible;
Ensure the complainant is kept informed of progress;
Give a clear report of the outcome of complaint and changes in place and see if it has made a difference;
Where a complaint is justified – make a sincere apology;
Put the complaint in writing [complaints book] and keep a record of any related correspondence or phone call;
If the complaint is about the service manager or there has not been an acceptable response contact the organisation that funds or head office.
If the problem cannot be resolved informally ask for a copy of the organisations complaints procedure, it should outline the process for taking matters further for Service user, their families or other practitioners.
Ci: A legal requirement for dealing with complaints is to follow the Health and Social Care Act 2010 and National Minimum Standards – complaint’s policy. These standards require the Care home Manager to have clear procedures that enable Service user to make their views, concerns and worries known. Policies to deal with suspicion and evidence of physical, financial, psychological or sexual abuse self-harm or neglect.
If the complaint is not satisfactory resolved, you can contact the Local Government Ombudsman, Parliamentary and Health Service Ombudsman.
If the complaint is about poor quality and standards of care, the Care Quality Commission [CQC] should be informed.
Cii
Staff should follow the complaints procedure in place, who is their first contact? Make yourself familiar with the procedure and policy.
Encourage staff to identify problems early to help complaints at a later date;
Keep response timescale as short as possible;
Ensure the complainant is kept informed of progress;
Give a clear report of the outcome of complaint and changes in place and see if it has made a difference;
Where a complaint is justified – make a sincere apology;
Put the complaint in writing [complaints book] and keep a record of any related correspondence or phone call;
If the complaint is about the service manager or there has not been an acceptable response contact the organisation that funds or head office.
If the problem cannot be resolved informally ask for a copy of the organisations complaints procedure, it should outline the process for taking matters further for Service user, their families or other practitioners.