This course explores why an organisation needs a complaints procedure, how to implement it successfully and how to support people in a respectful and empathic way to complain or give feedback. The course is informed by the company policy as well as ‘Listening, Responding & Improving’ (DoH 2010) |
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The course provides some
knowledge for NHS KSF: Core 1.3; 4.3; 5.3 CIS: 3.1; 3.2; 3.3; 5.3 QCF: SHC 021 MIS (2012): 1.4 |
The course is designed for all staff working
at all levels in Health and Social Care. The course can be adapted
for Commerce, Retail, Industry etc. The course will assist organisations to deliver CQC Outcome 1. |
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Learning outcomes By the end of the course learners should understand: • Why it is important to have a complaints procedures and the benefits for all involved • The potential negative outcomes resulting from the lack of procedures or lack of clarity • Why people and organisations often fear complaints • Is there a difference between feedback and complaints? • Different types of complaints & feedback incl. 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 and factors to be considered: Non judgmental language, Appropriate confidentiality, Data Protection • Monitoring the progress of a complaint and what tends to block them • 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? |
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| Training methods utilised include Discussion, Overheads/PowerPoint, Small group work, Practice study, Tutor presentations, Handouts, Questions and Answers, Chalk and talk and Role-play. | ||||
