Unit 519 (01)Complaints

Another type of support that may be required is updates to the up coming changes so people know where they stand and what is expected of them.

An explanation of when and why the inquiries and serious case reviews processes are required, issues of how to share findings and implications for the workers practice

In order to maintain the quality and high customer satisfaction rate in many service provisions, managing complaint is the essential part which makes no exemption in health and social care setting. There are many statutory frameworks, code of practice and guidance regulating the service provision in health and social care setting.

4.2 Explain the importance of an accessible complaints procedure for reducing the likelihood of abuse

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

1.1 Summarise key aspects of legislation, regulatory requirements and codes of practice relating to own role and responsibilities

Explain when and why inquiries and serious case reviews are required and how the sharing of the findings informs practice?

3.3 Evaluate ways in which concerns about poor practice can be reported whilst ensuring that whistleblowers and those whose practice or behaviour is being questioned are protected.

It is important to have access to the complaints procedure and know about it if you may need to use it so you would know how to go about making a complaint . Also all complaints should be delt with in the same way to make sure that all the individuals have the same rights and respect.

I have attached my Health and Safety Policy, Medical Emergencies Policy, these will outline the procedures which I go through daily to comply with Health and Safety.

service users feel confident that their complaints and worries are listened to and acted upon

The Care Standards Act 2000 was passed on 20 July 2000. The Act aims at extending the regulation of social care and follows on from two white papers published by the Government in 1998 and 1999 entitled “Modernising Social Services and Building for the Future”. Care Services in the housing sector range from residential care homes and nursing homes to domiciliary care. Up until now this range of care services has been regulated under the Registered Homes Act 1984. The 1984 Act was passed to protect the welfare of vulnerable adults in residential care in the private sector.

The Care Standards Act 2000 introduce list for the protection of vulnerable adult known as the “POVA list” which listed care workers who considered unsuitable to work with vulnerable adults. Section 82(1) of the Act provides that a person who provided care for vulnerable adults must refer to a care worker to the Secretary of state if the provider had dismissed a care worker on the grounds of misconduct which harmed or placed at risk of harm a vulnerable

All complains has to be reported to senior staff and recorded in care plan of resident. If any complain is related to abuse

Understand the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints