CU2946 Develop Procedures And Practice To Respond To Concerns And Complaints

3804 Words Mar 15th, 2015 16 Pages
Natalie Cutts
NVQ5­ Develop Procedures and Practice to Respond to Concerns and Complaints
02/03/2015
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 complaints procedure for my organization outlines the following aims:
To ensure that its complaint procedure is properly and effectively implemented and that service users feel confident that their complaints and worries are listened to and acted upon promptly and fairly.
If a service users wishes to make a complaint or register a concern they should find it easy to
do
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A complaint can feel secure in the knowledge that, in line with guidance, they will not be unnecessarily discriminated against for the fact they have complained and they have clear rights which protect them from any stigma.
Having clear set guidelines also enables the investigators and those implicated in the complaint to understand their expectations of the process and feel more comfortable that things are being carried out it a procedural manner.
When i myself have had to respond to a complaint, i am able to structure my work following the policy of the organisation, and work the time structions set out in the policy. I have organised my work and setting meetings, gathering information and data and time to write a response of the complaint.
The outcome of the complaint or concern may directly benefit the organisation and a lesson may be learnt from an issue or complaint, this may lead to change in the policies and procedures and working practices, for an individual or a team of workers. It may also identify an additional training that is needed for team members.

Natalie Cutts
NVQ5­ Develop Procedures and Practice to Respond to Concerns and Complaints
02/03/2015

Be able to develop procedures to address concerns and complaints 2.1 Explain why individuals might be reluctant to raise concerns and make complaint In a care home setting a relative may

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