Unit 19 Questions
Unit 19 –
2.5
The complaints management policy needs to be clear and indicate how;
The service encourages feedback and complaints
Risk assessments and follow up occur
Complaints are investigated
Complaints are recorded and reported
Serious complaints are dealt with
Complaints can lead to improvement in the quality of services
The policy needs to be relevant to the services provided, the client base and the staff. The policy will be reviewed on a regular basis against regulatory requirements, codes of practice and guidance this is to show that the policy is up to date and meeting with current guidance and legislation. Any relevant changes that need to be made should be done and then shared with all required persons.
3.1
An effective complaints management system is one that is fully integrated into the quality managements system, this includes policy and guidelines for receiving, processing, responding to and reporting on complaints, as well as using guidelines to improve services and decision making. The system should provide clarity to staff on how to respond to complaints as well as informing services users of the organisations commitment to using complaints to continually improve the service. The process used to respond to complaints ensures the perspective of the person is heard and considered in how the matter is resolved. People are treated respectfully, courteously and sensitively. This includes treating information confidentially. The complaints system is sufficiently flexible to respond to individual needs and consider what is important to the service user, as distinct from what is important to them
3.3
Supervision and mentoring are central both to effective complaint handling and to skill development. Three factors are especially important in designing the supervision arrangements:
The experience of the staff member
The nature of the complaint
The complainant
Supervision should be devised with several objectives in mind:
Providing support to
2.5
The complaints management policy needs to be clear and indicate how;
The service encourages feedback and complaints
Risk assessments and follow up occur
Complaints are investigated
Complaints are recorded and reported
Serious complaints are dealt with
Complaints can lead to improvement in the quality of services
The policy needs to be relevant to the services provided, the client base and the staff. The policy will be reviewed on a regular basis against regulatory requirements, codes of practice and guidance this is to show that the policy is up to date and meeting with current guidance and legislation. Any relevant changes that need to be made should be done and then shared with all required persons.
3.1
An effective complaints management system is one that is fully integrated into the quality managements system, this includes policy and guidelines for receiving, processing, responding to and reporting on complaints, as well as using guidelines to improve services and decision making. The system should provide clarity to staff on how to respond to complaints as well as informing services users of the organisations commitment to using complaints to continually improve the service. The process used to respond to complaints ensures the perspective of the person is heard and considered in how the matter is resolved. People are treated respectfully, courteously and sensitively. This includes treating information confidentially. The complaints system is sufficiently flexible to respond to individual needs and consider what is important to the service user, as distinct from what is important to them
3.3
Supervision and mentoring are central both to effective complaint handling and to skill development. Three factors are especially important in designing the supervision arrangements:
The experience of the staff member
The nature of the complaint
The complainant
Supervision should be devised with several objectives in mind:
Providing support to