Displaying results : complaints
Presentation Packs
Concerns & Complaints - Regulatory Requirements Training ResourcesRegulatory Requirements, Codes of Practice and Guidance for Managing Concerns & Complaints Presentation and Handout. Both files editable. Presentation (26 slides) Aims and Objectives Introduction Health and Social Care Act 2008 Care Act 2014 Date Protection Act 2018 Public Interest Disclosure Act 1998 CQC Fundamental Standards Why Care Services Need Laws and Standards in Relation to Complaints and Concerns Confidentiality and Data Protection in Complaints Handling Whistleblowing The Role of the CQC in Monitoring Complaints References Word Document Handout HSC Training Link Training Resources for Health and Social Care Supplying training resources for the health and social care sector since 2004. Resources purchased are emailed to you via Zip Folder attachment. All packs are written in a generic style and can easily be adapted to suit your own specific training delivery. Resources are Microsoft Office based. Secure payments via PayPal Merchant Commerce Platform. You do not need a Pay...
Presentation Packs
Complaints Awareness Management and Procedures Training ResourcesComplaints 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 Rec...
Presentation Packs
Managing Family Complaints Without Escalation Training ResourcesComplaints - Managing Family Complaints Without Escalation (All Settings) - Core Skkills and Core Risks to be Managed Residential Care, Domiciliary Care, Nursing Homes, Supported Living, Hospital Ward, GP Practice, Mental Health Service, Learning Disability Services, Hospice Care., Community Nursing. Presentation, Handout, Quick Knowledge Check Quiz, , Scenario Cased Learning Activity for all settings listed above, (Trainer Aide Answer Key. All files editable. Overall Aim: To strengthen staff confidence and professionalism when responding to family concerns by developing the communication, emotional awareness and decision making skills needed to resolve issues early, maintain trust and prevent escalation to formal complaints or regulatory scrutiny across all health and social care settings. Learning Objectives: Recognise the importance of early, calm and transparent communication in preventing complaint escalation. Apply active listening and emotional validation techniques to defuse...
Presentation Packs
Duty of Care & Duty of Candour Managing Complaints & Concerns Training ResourcesDuty of Care & Duty of Candour when Managing Complaints & Concerns Presentation and Handout. Both files editable. Presentation (22 slides) Aims and Objectives Introduction Principles of Duty of Care Principles of Duty of Candour Principles of Duty of Care when Managing Complaints and Concerns Implications of Duty of Care for Handling Complaints Promoting Best Practices through Duty of Care Principles of Duty and Candour when Managing Complaints and Concerns Implications of Duty of Candour for Handling Complaints Promoting Best Practices through Duty of Candour Strategies for Addressing Complaints Effectively Best Practices for Resolving Complaints Maintaining Compliance with Legal Standards Upholding Ethical Standards in Complaint Handling Fostering a Culture of Openness and Trust Implementing Duty of Candour in Daily Practices Leadership's Role in Building Trust Sustaining a Culture of Candour Over Time Summary References Word Document Handout HSC Training Link Training Resources f...
Miscellaneous
Person Centred Practice for Positive Outcomes Unit 505 LO7 Training ResourcesLevel 5 Management and Leadership Qualifications - Person Centred Practice for Positive outcomes Unit 505 LO7 - WORD DOCUMENT pack covering underpinning knowledge. All documents cover underpinning knowledge for learning objective LO5. PACK CONTENTS (ALL WORD DOCUMENTS): LO7 The importance of managing concerns and complaints in adult care LO7.1 Systems and processes to manage concerns and complaints and how these link to risk management and safeguarding LO7.2 Embedding Regulatory Requirements Codes of Practice and Guidance for Managing Concerns and Complaints within Organisational Systems and Processes LO7.3 Why those who use services may be reluctant to raise concerns or complaints LO7.4 Promoting a culture where attitudes and approaches ensure concerns and complaints directly influence service improvement LO7.5 Supporting team members to understand systems and processes relating to concerns and complaints LO7.6 Ensuring information and support is in place to enable those using serv...
Presentation Packs
Duty of Care Awareness Training ResourcesDuty of Care Presentation 1 - How Duty of Care Contributes to Safe Practice 16 slides Slide Titles: Aims and Objectives Introduction Duty of Care When does it start? Care settings and duty of care Your duty of care Competence and duty of care Best Interests and duty of care Negligent acts and duty of care Safeguarding and duty of care Finally References Presentation 2 - Duty of Care - Dealing with Incidents, Errors and Near Misses 17 slides Slide Titles: Aims and Objectives Introduction The Law - H&S at Work Act RIDDOR Care Quality Commission Registration Regulations 2009 Care Quality Commission Registration Regulations 2009 (18(2)) RIDDOR - Things to Report What do I need to know? Duty of Care Duty of Care - Abuse Whistleblowing Examples of Incidents Accidents can involve ... Do I need to report all incidents? Finally ... References Presentation 3 - Duty of Care Comments and Complaints 22 slides Slide Titles: Aims and Objectives Introduction The Law Types of Complaints Support with...
Single Presentations
Protecting Human Rights in Residential Care Settings Training ResourcesPowerPoint Presentation and PDF Version (for handout) This session assumes a basic underpinning knowledge of the Human Rights Act and Mental Capacity Act . It looks at human rights issues identified by a 2022 parliamentary inquiry The session is designed for care settings including: Care homes , assessment and treatment units , hospitals , housing schemes, other environments . Protecting Human Rights in Care Settings - 59 slides: Aims and Objectives Introduction Human Rights Regulatory Framework SECTION Provision of Care - Medical and Personal Needs Medical and Personal Needs Case Study 1 from Parliamentary Inquiry Medical and Personal Needs - Questions for Care Settings Case Study 2 from Parliamentary Inquiry Medical and Personal Needs - Questions for Care Settings Role of CQC CQC - Parliamentary Inquiry SECTION DNACPR Notices DNACPR Notices DNACPR Notices - Parliamentary Inquiry DNACPR Notices Case Study 1 - Parliamentary Inquiry DNACPR Notices Case Study 2 - Parliamentary Inquiry...
Single Presentations
Complaint Management Training ResourcesSingle PowerPoint. YOU DO NOT NEED TO BUY THIS IF YOU ARE BUYING THE FULL COMPLAINTS PACK Presentation - 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 Packs
Confidentiality Awareness Training ResourcesConfidentiality Presentation 1 Confidentiality Awareness (40 slides) - Slide Titles: What is confidentiality? Learner Activity Codes of Practice Human Rights Act 1998 Data Protection Act 2018 GDPR Regulations 2018 Freedom of Information Act 2000/Scotland 2002 Computer Misuse Act 1990 Mental Capacity Act 2005 Police and Criminal Evidence Act 1984 Common Law Duty of Confidence Disclosure Consent to Disclosure Explicit Consent Implied Consent Public Interest Disclosure to Third Parties The Police Information Sharing Protocols Confidentiality and Privacy Breach of Confidentiality References Presentation 2 Caldicott Principles (13 slides) Slide Titles: Introduction Background The Report - General Principles Principles 1 6 Links to Legislation and Common Law References Presentation 3 Freedom of Information Acts - 2000 and Scotland 2002 Overview (26 slides) - Slide Titles Introduction What it the Freedom of Information Act? Links to Data Protection Act 2018 Who the 2000 Act applies to Who...
Handouts
Importance of Compliance with Regulations and Your Role Level 2 Training ResourcesSingle 5 page Handout (Word Document) - Importance of Compliance with Regulations and Your Role in This To supplement Care Certificate Training for care workers new to care home, home care and hospice care. For Care Certificate Module 10 (Health and Safety). HSC Training Link Training Resources for the Health and Social Care Sector
Presentation Packs
Dignity Awareness Training ResourcesDignity Awareness Presentation 1 - Factors Affecting Dignity 22 slides Slide Titles: Aims and Objectives Introduction Respect Communication Social Inclusion Autonomy Privacy Hygiene and Appearance Mealtimes Complaints Whistleblowing Summary References Presentation 2 - Care Practice Factors that Threaten Dignity (24 Slides) Slide Titles: Aims and Objectives Introduction Factors affecting Dignity Learning Activity Practical Threats Organisational Threats Food and Drink Organisational Threats Autonomy Organisational Threats Care Planning Hygiene/Appearance Threats Mealtime Threats Complaint Threats Whistleblowing Threats Summary References Presentation 3 - Dignity Challenges (20 Slides) Slide Titles: Aims and Objectives Introduction What is Dignity? Dignity in Care Key Documents Essence of Care - Dignity & Respect Learning Activity Work Factors Personal Factors Dignity Challenges Learning Activity Dignity Champions Summary References Presentation 4 - Workshop (10 Slides) Word Documents...
Single Presentations
Data Protection Act 2018 Training ResourcesSingle PowerPoint. Presentation - Data Protection Act 2018 (54 slides) - Slide Titles Introduction Links to Previous Legislation Current Legislation Health Records Legislation and Common Law What is Data? What is a Relevant Filing System? Personal Data Sensitive Personal Data Processing Data Subject Rights of Data Subjects Other Information Children - Data Subject Rights Incapacitated Adults - Data Subject Rights Lacking Mental Capacity Information Held by County Councils When a Request Has Been Made When a Request Has Been Refused How Should Data Requests Be Provided? Concerns and Complaints Information Commissioner Data Controller Data Processor Key Principles (1 - 6) Position Under the GDPR (Principles) Old Principle 8 Contravening the Act Fees Why the Change? References
Presentation Packs
Safeguarding Responding to Allegations & Evidencing for CQC Training ResourcesResponding to Safeguarding Allegations - Evidencing for CQC - Safe Actions, Recording and Evidence This is not basic safeguarding awareness training it is inspection-focused training for decision-makers Presentations x 2 (second presentation is a case study scenario and learning activities), Handouts x 3, Learning Activities x 5, Sample Templates x 5) All files editable. Main presentation is in sections. Enough resources for either a training session or workshop. Target Audience: This course is aimed at staff with management, supervisory or safeguarding responsibilities, including: Registered Managers Deputy / Assistant Managers Service or Area Managers Senior Care Staff / Team Leaders Named Safeguarding Leads or Champions Overall Aim: To ensure managers and senior staff can respond to safeguarding allegations against staff lawfully, proportionately and confidently. Demonstrating clear leadership, accountability and CQC- compliant decision-making. Learning Objectives: Explain the di...
Miscellaneous
Professional Development Supervision Performance Management Unit 506 LO2 Training ResourcesLevel 5 Management and Leadership Qualifications - Professional Development, Supervision and Performance Management Unit 506 LO2 - WORD DOCUMENT pack covering underpinning knowledge. All documents cover underpinning knowledge for learning objective LO2. PACK CONTENTS (ALL WORD DOCUMENTS): LO2 The purpose of supervision in adult care LO2.1 Principles and scope of professional supervision LO2.1 Roles and responsibilities of the supervisor and supervisee LO2.2 Theories and models of professional supervision and developing policies LO2.3 Ways in which legislation codes of practice and agreed ways of working inform supervision LO2.3 Why supervision could be informed by current legislation codes of practice and agreed ways of working LO2.3 Why supervision could be informed by compliments and complaints LO2.4 Impacts of research findings critical reviews and enquiries and how used within professional supervision LO2.5 Uses of professional supervision in performance management LO2.6 Factors...
Presentation Packs
Professional Boundaries Awareness Level 4 Training ResourcesProfessional Boundaries Awareness Level 4 Presentation, 7 Handouts, Learning Activity and Multiple Choice End of Session Assessment All files editable. Aims and Objectives: Overall Aim: To equip learners with the knowledge, skills and confidence to uphold, model and enforce professional boundaries within a health and social care setting, enabling them to effectively lead by example, support their team and address boundary-related issues in their supervisory roles . Learning Objectives: Evaluate the principles and significance of professional boundaries in health and social care, recognising their impact on staff, service users and organisational standards. Identify, address and manage boundary issues within a team, including recognising warning signs, handling ethical dilemmas and enforcing policies through effective supervision. Lead by example in maintaining professional boundaries, fostering a culture of accountability and applying organisational procedures to investigate and res...
Presentation Packs
Supervision and Support Training ResourcesSupervision and Support PowerPoint presentations and Word documents. Looking at various aspects of the supervision process. A complete 'How To' with templates for use in the supervision process. Also includes training material on Policies and Procedures. The pack also includes templates of records to use. Suitable for care managers and supervisors. Presentation 1 - Introduction to Supervision (18 slides) Slide Titles: Aims and Objectives Introduction Appropriate Setting Areas to Cover Observation Records Confidentiality Conclusion Relevant Legislation References Presentation 2 - Supervision (56 slides) Slide Titles: Aims and Objectives Introduction Definitions Relevant Legislation Golden Rules CQC Minimum Standards The Purpose of Supervision Informal Supervision Principles of Supervision Reflective Practice Supervision Outcomes For Staff Monitoring Documents Quality of Supervision Setting Objectives Objective Categories SMART Objectives Expressing Objectives Setting Up A Supervision...
