Complaints Procedure

Whilst organisations in general aim to provide good quality services, things do go wrong.
Mature organisations should welcome complaints and suggestions and make the process as simple as possible”.
This one day course will explore why an organisation needs a complaints procedure, how to implement it successfully and how to support people to complain in a positive, Person Centred way.

Learning objectives:

By the end of this training learners should be able to understand:

• Why it is important to have a complaints procedures
• The benefits of having a complaints procedure
• The potential negative outcomes resulting from the lack of procedures or lack of clarity
• Why people and organisations often fear them
• Is there a difference between feedback and complaints?
• Different types of complaints & feedback:
        -formal
        -informal
        -suggestions
        -compliments
• The organisation’s complaints procedure; to include:
        -methods
        -timescales
        -providing information
        -feedback of outcomes
        etc.
• Why it is important to record a complaint
• Factors that need to be considered when recording a complaint:
        -non judgmental language
        -maintaining confidentiality
        -Data Protection
• Monitoring the progress of a complaint
• What tends to block complaints
• What tends to usefully facilitate a complaint being made
• How to respond positively to complaints
• The Person Centred techniques that help people appropriately disclose/share their views
• How to assist people less able to register a complaint
• When it would be appropriate to engage in advocacy services, in everyone’s best interest
• When does a complaint become a Safeguarding issue and cross over into other polices and procedures

Training methods:

• OHP/PowerPoint
• Group work
• Pairs Work
• Role Play
• Handouts
• Tutor presentations

CP39/4.9