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Objectives

Individual 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