Unit 19
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QCF 5
TINA MORGAN
UNIT 19
Develop procedures and practice to respond to concerns and complaints
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 area of work.
The Policy on complaints for forest Gate healthcare Ltd 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 non-defensive way
To ensure that all concerns/ complaints are dealt with in accordance with these procedures.
To ensure staff, service users and relatives are aware of the policy and procedures.
To improve quality of the service by identifying lessons learned from complaints locally and by implementing improvements in the service provided using the lessons learnt.
To uphold even-handedness for both staff and the complainants alike
To help all health professionals to feel they can be open in their communication with service users whenever mistakes are made and to not be reluctant to apologise
Since being the manager of Cwm Seren Care Home I have added to our service user guide, statement of purpose and welcome pack a copy of our complaints policy, along with up to date ways contact details of various authorities to make a complaint., the initial acknowledgement will be received within 2 days of receipt of such a complaint and a written full response following a through investigation and outcome will be sent within 28 days ,if for any reason this can not be completed you will be kept informed in writing with the expected out come date .
1.2Analyse how regulatory requirements codes of practice and relevant guidance for managing concerns and complaints affect the service provision within own...
TINA MORGAN
UNIT 19
Develop procedures and practice to respond to concerns and complaints
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 area of work.
The Policy on complaints for forest Gate healthcare Ltd 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 non-defensive way
To ensure that all concerns/ complaints are dealt with in accordance with these procedures.
To ensure staff, service users and relatives are aware of the policy and procedures.
To improve quality of the service by identifying lessons learned from complaints locally and by implementing improvements in the service provided using the lessons learnt.
To uphold even-handedness for both staff and the complainants alike
To help all health professionals to feel they can be open in their communication with service users whenever mistakes are made and to not be reluctant to apologise
Since being the manager of Cwm Seren Care Home I have added to our service user guide, statement of purpose and welcome pack a copy of our complaints policy, along with up to date ways contact details of various authorities to make a complaint., the initial acknowledgement will be received within 2 days of receipt of such a complaint and a written full response following a through investigation and outcome will be sent within 28 days ,if for any reason this can not be completed you will be kept informed in writing with the expected out come date .
1.2Analyse how regulatory requirements codes of practice and relevant guidance for managing concerns and complaints affect the service provision within own...