Unit 519 Develop Procedures and Practice to respond to Concerns and Complaints
1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own home …show more content…
3.1 Promote a person-centred approach to addressing concerns and complaints
As every individuals care needs are different, so should the delivery of that Care be. Furthermore, one person’s standards and opinions will be different from another’s. We cannot expect everyone to adjust to an institutionalised way of living even if they are living in their own home, hence why person centred care is so important within our job role. It is important to me as manager that the agency adapts and is flexible in its approach to each service user, not vice-versa.
As such it is to be expected that, whilst our standards of care are set at a certain level, some individuals will expect more and some will expect less. Therefore, we may receive complaints from people who are used to doing things a certain way that we are perhaps not used to doing at the same as they would for themselves. This will rarely be raised in the form of a complaint, but perhaps more as a concern regarding adapting an element of care to suit that persons …show more content…
Another point I highlighted at the managers meeting was that I felt complaints should be risk rated. Risk rating all complaints will help identify trends and help to promote responsive actions to ensure any underlying causes are dealt with immediately. I think the company should ensure that all complaints are reviewed at the highest level of the organisation to identify learning opportunities for those departments directly involved in the complaint and the organisation as a whole.
The complaints procedure in place is effective because it is client focused, makes us open and accountable, it ensures we act fairly and proportionately, it ensures we put things right and are seen to do so and it means we are continuously seeking to improve upon the service we deliver.
4.3 Involve others in the review of procedures and practice for addressing concerns and complaints
A number of meetings/forums are facilitated to encourage discussion and reflection of the procedures and practice for addressing complaints, these are:
Individual staff
1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own home …show more content…
3.1 Promote a person-centred approach to addressing concerns and complaints
As every individuals care needs are different, so should the delivery of that Care be. Furthermore, one person’s standards and opinions will be different from another’s. We cannot expect everyone to adjust to an institutionalised way of living even if they are living in their own home, hence why person centred care is so important within our job role. It is important to me as manager that the agency adapts and is flexible in its approach to each service user, not vice-versa.
As such it is to be expected that, whilst our standards of care are set at a certain level, some individuals will expect more and some will expect less. Therefore, we may receive complaints from people who are used to doing things a certain way that we are perhaps not used to doing at the same as they would for themselves. This will rarely be raised in the form of a complaint, but perhaps more as a concern regarding adapting an element of care to suit that persons …show more content…
Another point I highlighted at the managers meeting was that I felt complaints should be risk rated. Risk rating all complaints will help identify trends and help to promote responsive actions to ensure any underlying causes are dealt with immediately. I think the company should ensure that all complaints are reviewed at the highest level of the organisation to identify learning opportunities for those departments directly involved in the complaint and the organisation as a whole.
The complaints procedure in place is effective because it is client focused, makes us open and accountable, it ensures we act fairly and proportionately, it ensures we put things right and are seen to do so and it means we are continuously seeking to improve upon the service we deliver.
4.3 Involve others in the review of procedures and practice for addressing concerns and complaints
A number of meetings/forums are facilitated to encourage discussion and reflection of the procedures and practice for addressing complaints, these are:
Individual staff