The Complaints Policy For Affinity Home Care

I assisted with the content of our Service User Guide in this pack I have devised a section which includes a piece about expectations on how complaints will be dealt with. This

My own work is influenced by national factors such and codes of practice, national occupational standards and legislation and government initiatives so that we the best quality of care and support to our clients. It is very important to understand and acknowledge all policies and rules so that you can do your job correctly and professionally. If we didn’t following these codes of practice then the level of care would be poor and people wouldn’t understand or know what good quality of care is.

UNIT 5 - INTRODUCTION TO DUTY OF CARE IN HEALTH, SOCIAL CARE OR CHILDREN’S AND YOUNG PEOPLE’S SETTINGS ASSIGNMENT OVERVIEW In this assignment, you will demonstrate your understanding of what is meant by the term ‘duty of care’. You will consider the types of dilemma that you may arise in adult social care work, and find out where to get advice and support to handle these. You will look at how to respond to complaints, making sure you know and follow agreed procedures. TASKS There are three tasks to this assignment. TASK 1 2 3 TASK 1 1. Identify the following requirements when dealing with complaints. • Legal EVIDENCE Short answer questions Letter Case studies OUTCOMES 3.1, 3.2 1.1, 1.2 2.1, 2.2

to comply with all laws and regulations in regard to pay equity and discrimination on the basis of gender, race, religion or national origin

In my role as deputy manager, one of the ways I ensure the correct methods of communication are being assessed and used effectively for the service users within my home, is to review care plans. I do this during supervisions with the key worker, I check that the needs and wishes of the service users are being met, and recorded appropriately. I will also ensure that the way information is recorded is done so in such a format that can be understood by all

If a service users wishes to make a complaint or register a concern they should find it easy to

My own role consists of providing an encouraging and beneficial environment for the service users. Building a trusting relationship is an important part of the process because most of the time a carer stays with the service user and they put a lot of trust into us. For support, the service users depend on the carer and the normal function and independence of the client is exercised as much as possible because it is duty of carers to ensure it. My responsibility of a carer is ensuring the needs of the service users are being met, providing all due services, properly taking care of client, and ensuring rights are preserved, trained, understood and attended too with top priority.

4. From the learning material, identify the basic organisational procedures that you will need to follow when managing a complaint.

1. To comply with legal requirements and legislations. These for example could be contractual obligations, employee role descriptions and responsibilities, remunerations etc.

To resolve concerns / complaints as quickly and effectively as possible, through an informal response by a frontline member of

The nurse manager stated that her vision for her unit was to have her entire staff be clinically sound and function confidently under adverse client load. She expects upmost teamwork from her staff and expects the unit to operate efficiently with upmost regard for staff and client safety.

When you have all the details about the complaint, ask the customer how they would like it to be resolved

In order for Innovative Widgets to run efficiently different sectors of staff take care of different parts of the business. Here is an example for who is responsible for what.

Triggers for patients requiring a CA were not clearly stipulated in our data set and may include; supporting discharge from hospital for clients who had not had an interRAI assessment previously and supporting patients with easy-to-manage needs. Easy-to-manage in this case is defined as scoring less than 4 on the Urgency for Assessment outcome scale in the Contact Assessment.

So we addressed customers service we went through some exercises to improve the level of customer service that is expected. the ones who didn 't get or didn 't want to get it, I sent them back for retraining so it could be on file that they got training on customer first so if they decide to act up which some of them did we would have to take different actions. Then I had to go over standards, the shoe dept. had a different