Develop Procedures and Practice to respond to Concerns and Complaints

4550 Words19 Pages
Develop Procedures and Practice to respond to Concerns and Complaints Outcome 1 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 home We have to follow many guidelines within my home. The main ones are as follows: National minimum care standards for children’s homes. OFSTED requirements. Every child matters. Step aside policies and procedures. The complaints policy for Step aside Care outlines the following aims: To resolve concerns / complaints as quickly and effectively as possible, through an informal response by a frontline member of…show more content…
It may also identify additional training needs for staff members which weren’t previously apparent. Outcome 2 Be able to develop procedures to address concerns and complaints 2.1 Explain why individuals might be reluctant to raise concerns and make complaints In a care home setting a relative may feel like they are putting their loved one (service user) at risk of further maltreatment or prejudicial treatment if they complain. They might fear that they will be identified as being the one whom complained and then, as a result, that the young person might be the target of a rebellious staff members emotional response. Conversely, a lot of relatives see how hard the staff are working and feel that they don’t want to complain because they sympathise with the difficult job that the carers have to carry out, so they might feel like they are being ungrateful for the care their loved one receives. A relative might also not be aware that they can complain (although this is in the welcome back and checked by social services and that it has been given) or might not know what the expectation are for the care of their loved one. They may assume that what has given them cause for concern is the norm and that in complaining they will be told ‘that is just the way it is’. A relative might not think their concern or
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