Complaints Awareness Management and Procedures Training Resources

Complaints Awareness, Management and Procedures

Presentation 1 - Introduction to Complaints (34 slides) – Slide Titles:

Legislation
Principles of Good Complaint Handling
Good Practice
Listening
Feedback
Making Information Accessible
Effective Complaints Materials,
Initial Contact
Keeping People Informed
Advocacy Support
Expectations of the Complainant
Next Steps
Other Important Things
Rights
NHS Constitution
Local Government Ombudsman
Care Quality Commission
Summary
References

Presentation 2 - Complaint Management (42 slides) - Slide Titles

Introduction
Social Care Providers
Fundamental Standards
HSCA 2008: 2014 Regs: Reg 16
Regulation 16(1)
Regulation 16(2)
Other legislation
Regulation 13 safeguarding
Regulation 12 safe care and treatment
Effective complaint management
Promoting rights and choices
Summary
References

Presentation 3 - Assessing the Impact of a Complaint (11 slides) - Slide Titles

Step One (Low Risk)
Step One (Medium Risk)
Step One (High Risk)
Step Two(Likelihood of Recurrence)
Step Three (Categorising the Risk)
Case Studies Learning Activity
Summary

Word Documents (Handouts)

Assessing the Impact of a Complaint
Care Setting Check Sheet
Complaint Management
Introduction to Complaints

Plus

Case Study Learning Activity (Assessing the Impact of a Complaint)
Case Study A and B
1 End of Session Assessment

HSC Training Link
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