Unit 519 (01)Complaints
Optional Unit Questions
Unit 519 (01)
Develop procedures and practice to respond to concerns and complaints
Assessment Questions
1. Learning Outcomes 1.1 and 1.2
a) 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.
Unit 519 (01)
Develop procedures and practice to respond to concerns and complaints
Assessment Questions
1. Learning Outcomes 1.1 and 1.2
a) 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.