level 5 Assignment 6

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1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own area of work

The regulations that govern our company are Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations 2009 which are implemented by CQC. Specifically Regulation 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 relates to complaints.

Paramount has a Compliments and Complaints Policy which is updated regularly. We also have different formats of Compliments and Complaints forms.

1.2 Analyse how regulatory requirements, codes
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A Representative from the Board of Directors will then deal with the complaint at this stage and will acknowledge the complaint within 5 working days. A written response will be sent to the complainant within 28 days addressing any actions that have been taken including any internal investigations that are deemed necessary. At any stage should a complainant feel they need to contact an outside body they can contact the Social Worker and or CQC.
An audit trail of documentation and decisions reached are kept on file. As previously stated, complaints can be made verbally, through sign language or in writing. If complaints are verbal or through sign language then these conversations are documented in writing so as to provide an audit trail of complaint.
As previously stated service user, family, social worker, neighbours and anyone else who requires a copy is given a copy of the complaints procedure. This gives them the timescales and procedure for making a complaint. It also tells them who will be dealing with the complaint. This will be someone not involved in the complaint, ie if the complaint is about the Manager then this stage will be skipped and the Senior Manager will deal with the complaint.

3.1 Promote a person-centred approach to addressing concerns and complaints

Paramount has a person centred approach to concerns and complaints. It supplies complaints forms in written form, writing with symbols and providing a

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