Unit 19 Compliants Level 5 Diploma
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Dealing with complaints - Unit 19
When dealing with complaints health and social care managers first need to consider if they are meeting the CQCs regulatory requirements. Outcome 17 of the CQCs essential standards specifically deals with this and sets out guidance for how care homes are expected to deal with complaints.
Registered mangers are legally (Regulation 19 of the Health and Social Care Act 2008) obliged to ensure they have a complaints system in place and send on request to the CQC a summary of all complaints received and a record of how they were resolved or dealt with. It’s also worth bearing in mind that the 1998 data protection act protects both service users and staff from having unnecessary information shared, this obviously still stands when sharing information about complaints. As a rule of thumb the “need to know test” must be applied before any information is shared.
The CQC requires that all health and social care providers have an effective complaints system in place for indentifying, receiving, handling, recording and responding effectively to complaints. They must ensure that the complaints system is in a understandable format for all who may need to access it. So for example in my own place of work information on how to complain is available with large print and pictorial communication. The registered manger must also provide full support to those wishing to complain ensuring that they receive assistance if needed. The care home must investigate the complaint and as far is reasonably practicable, then resolve it, recording what they have done. People who use the service should feel that their complaints are listened too and dealt with effectively and must know that they will not be discriminated against for making a complaint. These are the outcomes that all services are inspected against and are expected by CQC to meet at all times and must monitored frequently by the management team.
Service users, their families and team...
When dealing with complaints health and social care managers first need to consider if they are meeting the CQCs regulatory requirements. Outcome 17 of the CQCs essential standards specifically deals with this and sets out guidance for how care homes are expected to deal with complaints.
Registered mangers are legally (Regulation 19 of the Health and Social Care Act 2008) obliged to ensure they have a complaints system in place and send on request to the CQC a summary of all complaints received and a record of how they were resolved or dealt with. It’s also worth bearing in mind that the 1998 data protection act protects both service users and staff from having unnecessary information shared, this obviously still stands when sharing information about complaints. As a rule of thumb the “need to know test” must be applied before any information is shared.
The CQC requires that all health and social care providers have an effective complaints system in place for indentifying, receiving, handling, recording and responding effectively to complaints. They must ensure that the complaints system is in a understandable format for all who may need to access it. So for example in my own place of work information on how to complain is available with large print and pictorial communication. The registered manger must also provide full support to those wishing to complain ensuring that they receive assistance if needed. The care home must investigate the complaint and as far is reasonably practicable, then resolve it, recording what they have done. People who use the service should feel that their complaints are listened too and dealt with effectively and must know that they will not be discriminated against for making a complaint. These are the outcomes that all services are inspected against and are expected by CQC to meet at all times and must monitored frequently by the management team.
Service users, their families and team...