Develop Procedures and Practice to Respond to Concerns and Complaints

Unit summary

The purpose of this unit is to assess the learner’s knowledge, understanding and skills required to develop, implement and review procedures and practices to  address concerns and complaints. It covers the relevant regulatory requirements, codes of practice and relevant guidance, and analyses the impact of these on service provision.

Learning outcomes

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

2 Be able to develop procedures to address concerns and complaints

3 Be able to lead the implementation of procedures  and practice for addressing concerns and complaints

4 Be able to review the procedures and practices for addressing concerns and complaints

Assessment

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

1.2 Analyse how regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints affect service provision within own area of work

2.1 Explain why individuals might be reluctant to raise concerns and make complaints

2.2 Outline steps that can be taken to encourage individuals to raise concerns or complaints

2.3 Work with others in the development of procedures to address concerns and complaints

2.4 Ensure information on how to raise concerns and make complaints is available in accessible formats

2.5 Review the procedures that have been developed against regulatory requirements, codes of practice and relevant guidance

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

3.2 Ensure that others are informed about the procedure for raising concerns or making complaints

3.3 Use supervision to support workers to recognise and address concerns and complaints

3.4 Implement systems and procedures which address concerns and complaints and fully inform the complainant of the outcome within agreed time frames

4.1 Monitor the use of systems for addressing concerns and complaints

4.2 Evaluate the effectiveness of systems for addressing concerns and complaints

4.3 Involve others in the review of procedures and practices for addressing concerns and complaints

4.4 Show how own management practice has provided a culture where the organisation can learn from concerns and complaints

4.5 Demonstrate how recommendations from concern and complaint investigations have been used to improve the quality of service