AIMS
Managing Complaints
LEARNING OUTCOMES
By the end of this course you will be able to:
- Know what a complaint and a complaint risk is
- Understand why people complain
- Be aware of the legislation around complaints within health care
- Know what the CQC expected procedure is for managing complaints
- Know what the company procedure is for managing complaints
- Know the best practice procedure for handling and investigating complaints
- Recognise the importance of learning from complaints
- Implement strategies to recover from a complaint
- Be aware of everyone’s responsibilities
LESSONS AND TOPICS
What is a complaint?
- What is a complaint?
- How businesses evolve their procedures
- Identifying a complaint as a something good
- Facts and Statistics
- Reputation of the business
Complaint Risk
- What is a complaint risk?
- Being pro-active in identifying potential complaints
Handling/Investigating complaints
- The best communication methods for investigations
- Consider confidentiality risks
- Avoid creating a blame culture
- Interviewing involved parties
- Record and share findings with all parties
- Respond to the complainer
- Record details of their response
- Consider recommendations for change
- Schedule feedback from the complainer and involved parties
Understand why people complain
- What do they expect from the service?
- Encourage feedback on the service
- Manage expectations
- Who is a complainer?
Learning from complaints
- Record all complaints centrally
- Share with staff previous complaints and outcomes
- Creating a knowledge base of complaints
- Incorporate complaints into Induction training
Complaints Legislation
- Health & Social Care Act 2008 (Reg 2014: 16)
- Duty of Candour
- GDPR (Data Protection)
- Safeguarding Act 2014
Strategies for recovery from a complaint
- Regularly check in on the complainer
- Spot checks on staff performance
- Additional staff training
- Mentoring on the job
- Secret shopper
Procedures for complaints (CQC)
- Identifying
- Receiving
- Handling/Investigating
- Responding
- Time limits
- Company policy and procedure
Case Studies
- Examples of past complaints
- Positive outcome
- Negative outcome
Roles and Responsibilities
- Managers
- Carers
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