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Unit 519 Develop Procedures And Practice To 1

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Unit 519 Develop Procedures And Practice To 1
18.09.2014
Leigh Bown

Unit 519 – Develop procedures and practice to respond to concerns and complaints. Introductions
 Getting

to know you…

 About

me…
- CQC Inspector (South Central)
- Adults with Learning Disabilities
- Children and Young People
- Occupational Therapy
- Therapeutic Supervisor
 Community and Organisational
Development
 Father and Husband

Important points
 Facilitate

and share vs teach
 Confidentiality
 I dislike power-point
 There will always be something else to do, don’t forget yourself.

Objectives of the unit…


Understand the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints.



Be able to develop procedures to address concerns and complaints. 

Be able to lead the implementation of procedures and practice for addressing concerns and complaints.



Be able to review the procedures and practices for addressing concerns and complaints.

Your thoughts…
‘Complaint’

‘we never get any complaints’

Turn to person next to you…
 Talk

each other through what currently happens in your place of work if somebody complains.

Be prepared to discuss how they are similar and how they are different.

Group Discussion
1.
2.

Why may people complain?
Why may people not complain?

 Video

to big

The human side of complaining…
 Questions

to ask yourself…

Do people always say what they mean?
Do we always actively listen?
Are we too quick to defend?

I know I am not perfect. But I aim to be. Talk to me. Sometimes I can put things right; sometimes I can only explain myself and apologise. But I do want to learn from my mistakes.
What you tell me helps me to look at how I do things and helps me to be a better person.
O’Neil – 13 years old

What the law says…
 Health

and Social Care Act 2008
 Service specific regulations (Ofsted)

What the Reg’s say?
Complaints
19.—(1) For the purposes of assessing, and preventing or reducing the impact of, unsafe or inappropriate care or
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