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Describe How to Respond to Complaints

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Describe How to Respond to Complaints

Course- Level 3 diploma in care (RQF)
Unit 3 –Duty of Care in Care Settings
L.O 3 – 3. Describe how to respond to complaints

Complaints Procedure in an Organisation

When individuals are unsatisfied because of something in a care centre, they have the right to submit a complaint.

A quick and firm complaint procedure is the first step towards resolving the complaint. It is an essential element within a health and social care setting that needs to be maintained and regulated well. It shows how everyone needs to be aware of certain ways of working as well as of their own duties.

Any health and social care sector must have a well-established process through which complaints are dealt with in a given timescale. It is legally required to have such a procedure according to the Health and Social Care Act 2008 in both its 2014 and 2016 Regulations. You should familiarize yourself with the process that allows one to file complaints effectively.

As a care provider, you have to make sure that every individual understands the process well, no matter the nature of the complaint. You must always be positive about feedback given to you. All complaints, suggestions, and recommendations must be taken seriously so that you can improve your organisation. You should develop a culture where staff, service users, and everyone else are comfortable when they bring up their concerns. Only this kind of a healthy environment is well-suited for a care centre.

How to Respond to Complaints and Comments

You must be aware of your employer’s agreed ways of working. Only once you have learned of such things can you handle complaints well. If an individual wants to file a complaint up front, then you should remain relaxed and calm. If you feel like this is a private issue, then arrange the discussion in a separate space, such as in an office.

Do not be judgmental and offer help, but do not agree to anything yet. You do not know if the complaint is genuine or not; the initial step is to keep your complaint response well done. You should be able to assure them that their complaint will be taken seriously. They should not leave thinking that they will be treated unfairly.

After the discussion, it is time for you to collect all relevant information based on the details of the complaint. You could direct the complainant to make a formal complaint in writing for everyone’s ease.

Conduct a proper investigation before you finalise your decision-making. It is time for you to involve everyone concerned, put the case in front of them, and welcome their input. Their complaint must be resolved within the timescales. You should rather inform your manager whenever a complaint is filed.

The usual complaint handling procedure goes something like this:

A complaint is usually recorded and acknowledged 2-3 days after you file a complaint.
Now the investigation into that complaint must be commenced. You should involve the complainant in deciding the course of action so they can also reach a better conclusion. Let them know that their issue might take a week or two to be resolved.
The opened investigation means searching for clues and facts that indicate the filed complaint was good.
Upon completion of the investigation, a report is to be made and sent to the complainant. The report will mention crucial elements that can help you improve the service.
The complainant has the right to appeal if they feel the report is unsatisfactory and nothing has changed for real. Their appeal might be bound to your organisation, or they could consult an outside agency like the Care Quality Commission (CQC).

Getting Support and Advice

If an individual is unsure about how to make a complaint and needs clarity about the investigation process, then they could simply approach the faculty for more information. That is how they will be guided through the entire procedure of complaint handling.

You need help from other coworkers, especially when they are seniors or are more knowledgeable than you, as a care worker. You may involve someone who has dealt with a similar case before.

Learning from the Process

Complaints, comments, and compliments must be welcomed as they aid in growth. This growth could be individual, communal, and organisational. The complaints process contributes to improving what the service or organisation currently lacks. Many organisations take complaints as a hit on their service and do not bother to resolve them. This is neither a mature way nor can it produce good results.

Handling complaints effectively will not only help the individual but also boost your care centre’s reputation as well. It is best to acknowledge the complaint and solve it as soon as possible. Do not think it is necessarily some conspiracy to undermine your organisation. It could be a genuine issue that you were not aware of all this time!

Genuine complaints can provide valuable feedback. Truth be told, honest feedback is a blessing. Consider it a golden opportunity to work with. Positive feedback upgrades your morale and pushes you to work for the greater good. Negative feedback can highlight errors that you might not have observed.

On-Point Legislation

You should know about legislation that deals with the handling of complaints. In this case, relevant legislation includes:

Data Protection Act 2018 (inc. GDPR regulations)
Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16
Care Act 2014

Example Query

Describe a set of important guidelines for care workers that inform them how to deal with complaints.

In the guidelines, you must discuss:

Organisational and legal requirements for complaint handling.
How to respond to complaints from practitioners, service users, and their families or acquaintances.

It is not just a moral obligation but a legal duty to resolve all complaints in a timely and compassionate fashion. Proper instructions about it are documented in the CQC guidance as well as in the Health and Social Care Act. All care workers need to have a good operational system through which complaints can be responded to and handled. There should be an apt investigation, and the right actions must be taken as soon as possible once an issue is identified and brought forth.

Clients Must Know of Their Right to Complain

The right to complain must be known across the organisation. You should tell them that you are open and flexible enough to welcome certain changes. They need to know that a system is designed where they are complaints are respected and responded to.

Even if you think that the client does not have a genuine complaint and only has ill-based malice in their intentions, you should still allow them a chance to express themselves. If they want to abuse the system, they will eventually be exposed. It is a win-win situation overall.

Another thing to remember is that individuals have the right to have a copy of the complaints procedure and policy. It is not just limited to the clients but also extends to their family members, acquaintances, friends, and so on. It is a nice way for a care centre’s associated forms, procedures, and policies to be readily available on demand. This copy of all the important information must be accessible both online and offline, as well as in the employee handbook.

If someone is complaining verbally, then leave whatever you are doing and be attentive and respectful towards their concern. They should know that you value their feedback; their dissatisfaction is not in the best interests of their care plans. Care providers must act in accordance with the policies and procedures as they act to resolve the complaint, so they can improve service quality.

Some individuals may not know how to write, so you need to assist them. You must write down every word they say. If the complainant is uncomfortable talking to you, then you should direct them to another member of staff who can submit their complaint.

If the complaint is insignificant or the complainant has been misinformed about something, then it is possible to resolve the initial complaint on your own. Anyway, you are still required to receive a formal complaint. The nature, type, and impact of the complaint should still be measured even if you resolve the complaint through discussion and explanation.

Right after the complaint is submitted, senior staff should communicate the complaint in simple language. Avoid technical jargon and focus on changes or improvements that are clear and transparent enough to satisfy the individual. This good practice must be regular, which is possible only when you are aware of your duties.

The senior staff should be capable enough to investigate on their own. They can observe the areas for improvement and help you identify learning points that the whole centre should be aware of. The whole process of resolving the complaint should take a maximum of two to four weeks. Finishing earlier might cause more problems than it solves; being too late might raise questions about competence.

All complaints need to be worked upon within 14 days of registration. And the overall solution to the issue must be provided within 28 days. This practice builds trust and improves your situation. Your individual might reach out to the Government Ombudsman if they are unhappy with how you handle things. Make sure you resolve their conflicts on your own before they escalate and other legal bodies are involved.