responding to complaints

Topics: Complaint, Plaintiff, Service of process Pages: 6 (2543 words) Published: September 27, 2014

Develop Procedures and Practice to Respond to Concerns and Complaints.

In the care profession there are regulatory requirements and codes of practice that must be adhered to. There is guidance for all aspects of the profession including how to manage complaints and concerns. In my area of work as a nurse and Manager at Carson House it is imperative that the staff and I adhere to the complaints policy. The Care Quality commission is the regulator of Health and Adult Social Care in England. The CQC have provided different Outcomes that they expect all health and Social Care establishments to adhere to. Outcome 17 provides guidance on Complaints. At Carson House the guidance is used to ensure compliance with CQC and as a manager I am aware of the importance of compliance to ensure quality and effective care delivery at all times. Looking at the guidelines and outcomes produced by CQC as the regulatory body, I as a Manager am confident that Carson House policy and procedure on how to manage complaints and concerns is what is expected nationally.

The company believes that if a service user wishes to make a complaint, give feedback or register a concern they should find it easy to do so. It is the company policy to welcome feedback and complaints and look upon them as an opportunity to learn, improve and provide better services. The policy is intended to ensure that complaints are taken seriously and are dealt with promptly and properly.  

The company believes that failure to listen or to acknowledge complaints will lead to aggravation of the problem, service user dissatisfaction and possible litigation. As the Home Manager I am positive that if dealt with early, openly and honestly the complaint can be sorted at a local level between the complainant and the home. If this fails due to either the Home or the complainant feeling dissatisfied with the result of the complaint then there is information in the complaints notice on Elder homes website.  

I as a Manager ensure that if anyone wanted to make a complaint, I would provide information on the different ways in which to do so. This includes by telephone, in person, in writing or by email. Emailed complaints can be emailed directly to myself or by emailing It is important that the information on how to raise concerns or complaints is available in accessible formats. By addressing issues of accessibility it is my responsibility as suggested in the guidance that the complaints procedure information is available in alternative formats such as on CD, in large print, Braille, etc. It is my duty to call upon a relevant person for people that require an interpreter to translate the complaint. Also I may need to contact someone that could sign for a person that may be deaf. I may find that I need to seek advice from the Equality and Human Rights Commission, for advice on accessibility matters. Steps that can be taken to encourage an individual to raise concerns or complaints may include advice and complaints services. It is good practice for myself as the Manager to keep a comprehensive list of relevant advice and advocacy organisations in their locality. Advice should be provided to complainants who require/request such support as to which organisation(s) is likely to be the most suitable to help them. If a person that wants to make a complaint has a disability and/or language and communication difficulties then it is my responsibility to seek the appropriate support to enable the person to make the complaint effectively. If any person that wished to make a complaint was unhappy or not satisfied with Carson Houses policy on how to make a complaint, then I as the Manager would request feedback and consider new ideas on how to make the complaints procedure easier. Carson House has a suggestions box and I regularly meet with residents and their families, in the meetings one of the topics is whether or not the individuals in attendance are...

References: Elder Homes Group policy and procedures raising concerns and complaints policy
Department of Health (2013) Patients first and foremost First_and_Foremost 26/6/13
The NHS Constitution and Whistleblowing: A Paper for Consultation. March 22 2011.)
National Information Governance Board for Health and Social Care (2010) NHS Care Record Guarantee.
National Patient Safety Agency (2009) Being Open: Communicating Patient Safety Incidents with Patients, Their Families and Carers. March 22 2011.)
Nursing and Midwifery Council (2010b) Raising and Escalating Concerns. March 22 2011.)
Parliamentary and Health Service Ombudsman (2010) Listening and Learning: The Ombudsman’s Review of Complaint Handling by the NHS in England March 22 2011.)
Royal College of Nursing (2009) RCN Launches Phone Line to Support Whistleblowing Nurses. March 22 2011.)
Lyndsey Paterson
Home Manager , Carson House
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