Develop Procedures and Practice to respond to Concerns and Complaints
Develop Procedures and Practice to respond to Concerns and Complaints
Outcome 1
Understand the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints
1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own home
We have to follow many guidelines within my home.
The main ones are as follows:
National minimum care standards for children’s homes.
OFSTED requirements.
Every child matters.
Step aside policies and procedures.
The complaints policy for Step aside Care outlines the following aims:
To resolve concerns / complaints as quickly and effectively as possible, through an informal response by a frontline member of staff. If this is not possible then through a more formal investigation and conciliation in an open and non-defensive way to ensure that all concerns / complaints are dealt with in accordance with these procedures.
To ensure that staff, young people and relatives/carers are aware of the policy and procedure.
To improve quality of service by identifying lessons learned from complaints locally and nationally and by implementing improvements in service using the lessons learnt.
To uphold even-handedness for both staff and complainant alike.
To help all health professionals to feel they can be open in their communications with staff, young people relatives etc whenever mistakes are made and to not be reluctant to apologise.
Within our young peoples and staff complaint policy it states that what our expectations on how complaints will be dealt with. It states:Please be assured that any complaint you make will be taken seriously and handled sensitively and efficiently. An initial acknowledgement will be received within 3 working days and a full written response, following a thorough investigation, will be sent within 20 working days. If for any reason this cannot be achieved then you will receive written communication informing you
Outcome 1
Understand the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints
1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own home
We have to follow many guidelines within my home.
The main ones are as follows:
National minimum care standards for children’s homes.
OFSTED requirements.
Every child matters.
Step aside policies and procedures.
The complaints policy for Step aside Care outlines the following aims:
To resolve concerns / complaints as quickly and effectively as possible, through an informal response by a frontline member of staff. If this is not possible then through a more formal investigation and conciliation in an open and non-defensive way to ensure that all concerns / complaints are dealt with in accordance with these procedures.
To ensure that staff, young people and relatives/carers are aware of the policy and procedure.
To improve quality of service by identifying lessons learned from complaints locally and nationally and by implementing improvements in service using the lessons learnt.
To uphold even-handedness for both staff and complainant alike.
To help all health professionals to feel they can be open in their communications with staff, young people relatives etc whenever mistakes are made and to not be reluctant to apologise.
Within our young peoples and staff complaint policy it states that what our expectations on how complaints will be dealt with. It states:Please be assured that any complaint you make will be taken seriously and handled sensitively and efficiently. An initial acknowledgement will be received within 3 working days and a full written response, following a thorough investigation, will be sent within 20 working days. If for any reason this cannot be achieved then you will receive written communication informing you