Identify the regulatory requirements, codes of practice and relevant guide once for managing concerns and complaints in own area of work The complaints procedure for my organization outlines the following aims: To ensure that its complaint procedure is properly and effectively implement d and that Irvine users feel confident that their complaints and worries are listened to a ND acted upon promptly and fairly. If a service users wishes to make a complaint or register a concern they should d find it easy to do so.
It is the organization policy to welcome complaints and look upon the m as an opportunity to learn, adapt, improve and provide better service. The policy is I intended to ensure that complaints are dealt with properly and that all complaints or com meets by service users and their relatives and careers are taken seriously. The policy is not designed to apportion blame, to consider the possibility of n gelignite or to provide compensation. The Legal considerations followed are Regulation 19 0 f the Health and Social Care Act (2008) regulated activities Regulations 2009.
. 2 Analyses how regulatory requirements, codes of practice and relevant GUID once for managing concerns and complaints affect service provision within own area o f work By ensuring that we have a robust and efficient complaints procedure in the o organization, we are giving the service users and their relatives the confidence that we try and do everything correct the first time and follow codes of practice. If we should not achieve HTH s there are venues in which relatives or visitors to the home can raise an issue or comply main.
The guidance this is in place is in line with national guidelines and the local council regarding complaints. The fact that there are regulatory requirements also means that e ACH complaint is dealt with in the same way, but is treated individually, and there are standard s for the investigators of a complaint to abide by. A complaint can feel secure in the an ledge that in line with guidance, they will not be unnecessarily discriminated against for the e fact they have complained and they have clear rights which protect them from any stigma.
Having clear set guidelines also enables the investigators and those implicate d in the complaint to understand their expectations of the process and feel more com portable that things are being carried out it a procedural manner. When I myself have had to respond to a complaint, I am able to structure my work following the policy Of the organization, and work the time striations set out in the poll icy. I have organized my work and setting meetings, gathering information and data and time to writer response of the complaint.
The outcome of the complaint or concern may directly benefit the organization and a lesson may be learnt from an issue or complaint, this may lead to change in the police sis and procedures and working practices, for an individual or a team of workers. It m ay also identify an additional training that is needed for team members. Be able to develop procedures to address concerns and complaints 2. 1 Explain why individuals might be reluctant to raise concerns and make co implant In a care home setting a relative may feel like they are putting their relative (t he service user) at risk of maltreatment if they complain.
They might fear that they will be Eden defied as being he one whom complained and then as a result the service user could be at TA regret of rebellious staff members emotional response. A lot Of relatives and residents may see how hard the staff work and feel they don’t want to complain because they sympathy hiss with the difficult job that careers do, and the tasks they have to carry out, so they may s meme and feel as if they are being ungrateful for the care the relative (the service user) may be getting.
A relative may not be aware that they can complain or might not know what the expectations are for the care of the service user. They may assume that what has given them c use for concern is the norm and that in complaining they will be told ‘that is the way I t is”. A relative might not think their concern or complaint will be taken seriously or be dealt with professionally, they might not have faith in the management of the organist on or think that they will be alienated as a result of complaining. Staff who are involved in the complaints or concerns may experience anxiety or Stress.
The line manager is expected to support staff through traumatic and stressful situ actions by offering immediate support following a stressful event. The line manager needs to pro did a supportive style of management and be fully aware of the action to take if on e of the team members is experiencing difficulties. They need to be confident of seeking ad vice from other managers in the organization and the proprietors and to know if they can refer r a team member to occupational health and confidential staff counseling service whew n greater levels of support are needed. . 2 Outline steps that can be taken to encourage individuals to raise concerns or complaints Providing easily accessible standards of care in the form of leaflets or within t he welcome book/ Taft handbook will help relatives, residents and others to identify the standard ads to be expected and then they can identify whether they feel that these standards AR e not being met. An open door policy should be adopted by the management.
I always ensure I am available on a drop in basis to relatives and visitors to the home, I feel they can approach chi me with one off questions, I give give the best of my ability and knowledge to answer paper proprietary. La meeting is required I arrange a more formal meeting by arranging an appoint meet. I encourage all team members to actively seek feedback in the form of checking with the service user and relatives if everything is k and do they require anything dada action, to ensure the resident is comfortable and happy.
Correctly handling complaints and showing that we respond to feedback by a advertising our feedback and demonstrating the actions in the workplace, this builds confide once in other residents and relatives. 2. 3 Work with others in development Of procedures to address concerns and complaints It is easy to overlook certain areas of the organization where things may be slip ping below expected standards or team members have become too compliant to their w Ark routines.
Through regular staff meetings, I can receive feedback and team members pop onions on what their observations are of the way the organization is running and any areas the at needs extra care and attention. I encourage team members to come and speak with me w tit their concerns and complaints. They may see any in the organization before I do. By going to management meetings I am able to share and discuss the types of concerns that are being raised in other homes and explore why these have come up.
It may be that I can take information back from the meetings and apply them in to my working en reorient. Encourage feedback from other professionals and will seek feedback through h a telephone call or in person, if a professional has visited whilst I was absent, I may contact them to see how they found the visit and the team members on duty, were they able to AC cues information they required and is there anything they could recommend, and anything that could be put in place to improve the service. 2. Ensure information on how to raise a concern and make a complaint is VA liable in accessible formats In my organization all set-vice users, relatives and others are made aware that hey are welcome and encouraged to provide feedback whenever they think it IS necks Sara. They do not have to wait until a review is due of the residents care, until the residents key worker is on shift or I am absent. They can leave a message, write a letter or fill in a comply nits form, or speak to the senior member of staff on duty.
In the service user welcome pack there is a section on complaint and the prop sees which is followed should the need arise. Once an individual makes a complaint a Reese ones is written and send immediately, acknowledging receipt Of the complaint and a time far e for the deal of the complaint or any further information required. There is the telephone number for the manager, the regional manager and the e ICQ, so that if the complaint is about the manager or they feel the manager cannot deal wit h the complaint, they can seek support from higher management.
There is a copy of the stand awards of care expectations, which this gives the resident and relatives a reference for what should be expected in the organization. In my experience, most relatives choose to speak to the senior on duty to Clara FYI and informally discuss their concerns. Also, the staff team find and are confident t deal with small problems as it occurs, meaning there is not need for it to be taken further. There has been more serious complaints, which has involved the safeguarding g team, and meetings have taken place and investigations to outcomes of it the setting WA s appropriate for the resident.
In staff meetings it is encouraged that team members think of new ways of en occurring feedback and information provided from annual surveys. In team members s provisions, it is NV Develop procedures and Practice to Respond to Concerns and Complain asked if they know the expectations of them and what is expected of the organ sensation as a whole, examples are given of what they are doing that is inline with the expect tattoos in place. Staff training needs to be up to date and frequent monitoring of staff.
If a co implant pertains to a certain member of staff conduct and it is found they have made a mistake o r behaved in a certain way because they have not been trained otherwise questions will be a asked about why was training up to date and ensure it is a developmental point that is mimed tell addressed. 2. 5 Review the procedures that have been developed against regulatory require rents, codes of practice and relevant guidance Below are the regulatory requirements and what has been implemented into my organization’s policy in line with the requirements. If you are unhappy with the care or treatment you receive you have the right to make a complaint, have that complaint investigated and be given a full and promptly y reply”. The response is, In the residents contract there is a section which explains co implants, and demonstrates that we do care about complaints and feedback that reside ants and relatives to the home have, be we are required and regulated to respond to t hem in a correct way. By law, all health and social care services must have a procedure for dealing efficiently with complaint”.
The response is, The procedure for verbal and writ ten complaints is set out in the organization’s policy on complaints procedure. A c poppy of this is sent out with a complaint with a holding letter and posted to the comply anoint immediately after the complaint is received. Be able to lead the implementation of procedure and practice for addressing concerns and complaints 3. 1 Promote a person centered approach to addressing concerns and complain ants As every residents care needs are different, so should be the delivery Of the c re. One persons standards and opinions will be different from others.
We cannot expo etc everyone to adjust to an institutionalized way of living. It is important that the organization n adapts and is flexible in its approaches to each service user. Whilst standards in care are set at a certain level, some residents and relatives will expect more and some will expect less. Therefore a complaint may be received for people who are used to doing things in a certain n way that we are perhaps not used to doing, this will rarely be raised in the form of a comply mint, but more as concern regarding adapting an element of care to suit that persons needs.
When a complaint is received with regards to the resident care, the first area of interest will be that the resident care needs and the care plan that was established and review wed is being an accurate representation of the type Of care that the resident should be receive Eng. The complaint will than be analyses in light of the agreed expectations to see how far the complaint has merit. Information will be gathered from the relatives and the r students about how the complaint has come about and take any dates, names or details which will assist in generating a picture of how the residents needs have not been met. . 2 Ensure that others are informed about the procedure for raising concerns or making complaints Not only are residents and relatives aware of how to raise a concern or comply mint and are encouraged to complain by promoting the complaints procedure and encounter aging feedback, the staff are also made aware of how to complain themselves, either about o en another or about the organization.
They have a copy of the weightlessness policy as well as general complaints procedure in the staff handbook and they are made aware of the disciplinary reoccurred that they will be subject to should a complaint be received which in evolves them and serious misconduct. There is a box for comments and feedback in the porch a rear of the home. This provides relatives and others the opportunity to provide feedback anonymously if they wish to. . 3 Use supervision to support workers to recognize and address concerns an d complaints In team members supervisions and meetings we are able to discuss and Pratt ice the ways in which we seek our feedback and what to do when the information is received. For example, I encourage team members to openly discuss comments they have received, w list on shift. They can discuss how they responded and seek opinions from other team me members.
In individual supervision sessions I will ensure that the team members training g is up to date, having fully trained staff is the key to ensuring that standards are met and the staff feel confident and knowledgeable about the care they are providing to resident. Can also explore any areas that a team member might feel they need to address. 3. 4 Implement systems and procedures which address concerns and complain ants and fully inform the complainant of the outcome within agreed time frames Any concerns or complaint should be dealt with efficiently and be investigate d properly and appropriately.
Verbal concerns or complaints should be responded to mimed tell if at all possible and an apology offered at the time, if appropriate. Mrs. smiths daughter came to me concerning an incident which had happen d over the weekend whilst I had not been at work. She was concerned that her mother h ad been taken to the hospital and had fractured her pelvis. Mrs. Smith’s daughter was concern d that she had managed this injury and it had not been recognized by any of the team member errs.