When responding to a complaint you must be polite, apologise when needed, respond to the complaint as quickly as you can, if it is a written complaint make sure that the response is understood, inform the manager if needed and also ensure that the subject matter is being resolved correctly and inform the person that complaint that everything is being dealt with. 3.2
The Complaints policy is a recorded and documented procedure that is available to everyone, the complainant is listened to and understood and respected, the complaitants policy is time based and the complaint is dealt with in a documented time frame. Complaints are normally dealt with by nominated members of staff, the procedures are clear and there are both formal and informal options.
Unit 206: Understand the role of a social care worker
The difference between a working relationship and a personal relationship is that a working relationship is where you are placed with other people and work as part of a team where each individual is working following the professional codes of conduct, towards the achievement of shared aims and objectives. By working to a set of rules and procedures for which your paid you are accountable and responsible for any mistakes and errors you make, time limits and boundries apply, you do not necessarily have to like the people you work with but you need to keep your personal opinions and feelings to yourself. Mutual respect and understanding is a key factor in developing a good working relationship. A personal relationship is a relationship formed through choice with someone who you like, of whom you may share interests and feeling with, in a personal relationship there are no sets of rules and procedures to follow and you are able to voice your personal opinions thoughts and feelings. A personal relationship is therefore formed simply because you like that person and choose that have that relationship with them, whether it is a family relationship, friendship or sexual relationship. 1.2
In a health and social care setting there are many different working relationships. These relationships will include; colleagues, managers, other professionals such as doctors/district nurse, service users and there family or friends. For each your develop a different type of working relationship and some will be more formal than others e.g. you would not address a visiting doctor in the same manner as you would a service user and you would not address your manager in the same way as you would a colleague although you must ensure that you maintain a professional manner.
Outcome 2: Understand the importance of working in ways that are agreed with the employer 2.1
When you appointed for the position, you have been agreed with the job description as part of a contract with your employer, so it is your legal responsibility to adhere to your defined role. It is your duty to understand the expectations of your job role as well as understanding professional boundaries, in order to be successful in your job you must be respectful and accountable. 2.2
Agreed ways of working in a social care setting are important because if the rules and agreements aren’t in place then the individuals under the duty of care may not be looked after appropriately, there needs may not be met and accidents and injuries could happen, the polices are there to safeguard the individual as he or she cannot maintain a healthy lifestyle and cannot protect or look after themselves properly due to illness or disability. 2.3
It is important to have up to date agreed ways of working as there may be changes in the law or policies involving the law, the company has a right to uphold and implement them as this helps the protect the vulnerable that you are working for.
Outcome 3: understand the importance of working in partnership with others 3.1
It is very important that you work in partnership with your colleagues and all other people. This will...
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