Optional Unit Questions
Unit 519 (01)
Develop procedures and practice to respond to concerns and complaints
1. Learning Outcomes 1.1 and 1.2
Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in your area of work. b)
Analyse how each one affects service provision.
The Local Authority. Social Services and National Service Complaints (England) amendment Regulations 2009. came into effect in April 2009. The regulations created a single approach for dealing with complaints about health services and social care services. Before that there were two separate complaints systems, one for health care and one for social care. This helped organisations deal with complaints more effectively and helped ensure services were effective personal and safe. The new complaints approach is structured around three main principles: Listening, Responding, and Improving. It helped organisations to : Take a more active approach to asking for people’s views.
Deal with complaints more effectively.
Use the information received to learn and improve.
The GSCC code of practice contains agreed codes of practice for social care workers and employers of social care workers describing the standards of conduct and practises within which they should work. As a social care worker, you must promote the independence of service users while protecting them as far as possible from danger or harm. Code 3.7 states that as a social care worker you should be: www.socialcareworker.co.uk code of conduct
Helping service users and carers to make complaints, taking complaints seriously and responding to them or passing them to the appropriate person: The local Government Ombudsman have also issued guidelines regarding good complaints handling and this is summarised as follows: Getting it right
Being customer focused
Being open and accountable
Acting fairly and proportionately
Putting things right.
The regulatory requirements from the care quality commission (CQC) provide detailed outcomes and prompts for each regulation and indicate what you should be doing to meet the requirements of the regulations. Regulation 26 of the Health and Social Care Act 2008 (regulated activities) Regulation 2010 requires that you be able to demonstrate that you have take into account of the outcomes and prompts when judging your compliance with the regulations in your day to day activities. The CQC must ensure that your services are meeting the essential standards of quality and safety before they can register you. The following outcomes are regulatory requirements which affect the service provision within your area of work in respect of complaints. Outcome1; Respecting and Involving people who use services – People who use services are provided with information about, How to raise a concern or complaint about the service, and how it will be dealt with. Outcome 7; Safeguarding people who use services from abuse: -- Having effective means to monitor and review incidents, concerns and complaints that have the potential to become an abuse or safeguarding concern. Outcome 12; Requirements relating to workers- The provider contacts people using the service or others acting on their behalf at weekly intervals to monitor their satisfaction with the care provided by the new worker and any complaints that may arise. Outcome 16; Assessing and Monitoring the quality of service provision- The registered person must have regard to: The complaints and comments made, and views (including the descriptions of their experiences of care and treatment) expressed by the service user and those acting on their behalf, pursuant to paragraph (e) and regulation 19. Improve the service by learning from adverse events, incidents, errors, and near misses that happen, the outcomes from comments and complaints, and the advice of other expert bodies where this information shows the service is not fully...
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