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ObjectivesIndividual Learning Session: Complaints Procedure
At the end of this session you will:- understand how to adopt a positive attitude to complaints
- understand the best ways to deal with the person complaining so that they are completely satisfied with your actions
- understand the Policies and Procedures for handling complaints that are required by law
- know when other people should be involved
- have considered how you can learn from your mistakes
The learning objectives in this session link in to the following units:- Care Certificate:
- 3.3 Deal with Comments and complaints:
- 3.3a - Demonstrate how to respond to comments and complaints in line with legislation and agreed ways of working
- 3.3b - Describe who to ask for advice and support in handling comments and complaints
- 3.3c - Explain the importance of learning from comments and complaints to improve the quality of service
- 10.2 Reduce the likelihood of abuse:
- 10.2f - Explain how a clear complaints procedure for reducing the likelihood of abuse
- Level 5 Diploma in Leadership for HSC & CYP: Adults’ Advanced Practice:
- Optional - Management Units:
- O1 - Develop procedures and practice to respond to concerns and complaints
- Level 5 Diploma in Leadership for HSC & CYP: Adults’ Management:
- Optional – Management units:
- O1 - Develop procedures and practice to respond to concerns and complaints
- Level 5 Diploma in Leadership for HSC & CYP: Adults’ Residential Management:
- Optional – Management units:
- O1 - Develop procedures and practice to respond to concerns and complaints
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