CU2946 Develop Procedures And Practice To Respond To Concerns And Complaints
Natalie Cutts
NVQ5 Develop Procedures and Practice to Respond to Concerns and Complaints
02/03/2015
Understand the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints 1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own area of work The complaints procedure for my organization outlines the following aims:
To ensure that its complaint procedure is properly and effectively implemented and that service users feel confident that their complaints and worries are listened to and acted upon promptly and fairly.
If a service users wishes to make a complaint or register a concern they should find it easy to do so. It is the organisation policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better service. The policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by service users and their relatives and carers are taken seriously.
The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. The Legal considerations followed are Regulation 19 of the Health and
Social Care Act (2008) regulated activities Regulations 2009. 1.2 Analyse how regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints affect service provision within own area of work By ensuring that we have a robust and efficient complaints procedure in the organisation, we are giving the service users and their relatives the confidence that we try and do everything correct the first time and follow codes of practice. If we should not achieve this there are avenues in which relatives or visitors to the home can raise an issue or complain. The guidance this is in place is in line with national guidelines and the local council regarding complaints. The fact that
NVQ5 Develop Procedures and Practice to Respond to Concerns and Complaints
02/03/2015
Understand the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints 1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own area of work The complaints procedure for my organization outlines the following aims:
To ensure that its complaint procedure is properly and effectively implemented and that service users feel confident that their complaints and worries are listened to and acted upon promptly and fairly.
If a service users wishes to make a complaint or register a concern they should find it easy to do so. It is the organisation policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better service. The policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by service users and their relatives and carers are taken seriously.
The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. The Legal considerations followed are Regulation 19 of the Health and
Social Care Act (2008) regulated activities Regulations 2009. 1.2 Analyse how regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints affect service provision within own area of work By ensuring that we have a robust and efficient complaints procedure in the organisation, we are giving the service users and their relatives the confidence that we try and do everything correct the first time and follow codes of practice. If we should not achieve this there are avenues in which relatives or visitors to the home can raise an issue or complain. The guidance this is in place is in line with national guidelines and the local council regarding complaints. The fact that