In the first instance we would encourage you to speak to the Home Manager to hopefully resolve the matter quickly. During my time as a senior I have not had to deal with any formal complaints. It also caused upset to his son because he felt saddened by the thought of his dad being treated as though he had disabilities that he did not have.
Below are the regulatory requirement and in italics is what I have implemented at Manor View in line with these requirements. It is important to ensure that: There is also a copy of expected standards of care which gives service users and relatives a reference for what they should be expecting to receive in the home.
Risk rating all complaints will help identify trends and help to promote responsive actions to ensure any underlying causes are dealt with immediately. They also look through food magazines, review the cooks order books and discuss meals that they liked when they were younger and able to cook for themselves.
At the residents meeting it was decided that thy would like there to be more winter-themed items on the menu and that the idea of a foreign selection could be something offered once fortnightly.
Above the feedback book in the reception is a poster which is updated every three months with a quote of feedback from the book and then writing and photos demonstrating how we acted on the feedback. This will tell you who to contact, how they will handle your complaint and how they will learn from your complaint.
This could have been dealt with much easier if the staff member had just been clear it was a complaint and not just a misunderstanding. There was also a partnership working element which meant I needed to speak to the ambulance service and the ward staff at the hospital about miscommunication and concerns about the way the situation was handled.
So I may organise my diary in a way that incorporates time for meetings, gathering of data and time to write a letter of response or a holding letter. If for any reason this cannot be achieved then you will receive written communication informing you of this. She stated she appreciated the format I had written the complaint in as it helped her to see exactly how each concern was investigated and dealt with.
They need to be confident of seeking advice from senior managers and directors and to know that they can refer a member of staff to occupational health and confidential staff counselling service when greater levels of support are deemed necessary.
Once a complaint has been dealt with and closed we can ask the complainant for their feedback on the process, for example is there anything they would have liked to have seen done differently. One of the members of staff must be from the kitchen team and there is an expectation that this staff member will take the key points of the meeting back to the wider kitchen team and implement the necessary changes.
For example I was once alerted to the fact that an elderly gentleman had been given orthopaedic cutlery similar to the other two service users who sit at his table. There are many organisations, including charities that can give you free support and advice on how to make a complaint.
A flow chart of exactly how a complaint should be dealt with is within our policy on Concerns and Complaints. It is important to me that young people and their relatives are not afraid to give me feedback or raise their concerns with me. Therefore, we may receive complaints from people who are used to doing things a certain way that we are perhaps not used to doing at the home.
More essays like this: However, I have promoted and encouraged a culture where we learn from past mistakes and are constantly improving upon the service we deliver.
From a recent complaint made about myself to one of the directors it became apparent that a young person became unhappy and was handed the complaints folder by a member of staff without checking what he wanted to complain about.
This encourages people to be forthcoming with their concerns and not fear the stigma associated with asking for the policy. For example I encourage staff members to openly discuss comments they have received, whilst on shift, in the forum of a general staff meeting. In staff supervision I check that each member of staff knows what the expectations are of them as staff members dependent on grade and what is expected of the home as a whole, I ask them for examples of what they are doing that is in line with these expectations.
I think the company should ensure that all complaints are reviewed at the highest level of the organisation to identify learning opportunities for those departments directly involved in the complaint and the organisation as a whole.
Therefore, we may receive complaints from people who are used to doing things a certain way that we are perhaps not used to doing at the home. Verbal concerns or complaints should be responded to immediately if at all possible and an apology offered at the time, if appropriate.
I encourage feedback from other professionals and will actively seek feedback through a telephone call or in person. I also encourage the staff to come and see me with their concerns and complaints and my line manager adopts the same policy with myself.
Through regular staff meeting with different departments I can ascertain staffs opinions on what their observations are of the way the home is running and any areas that need extra care or attention.
I then sent a holding letter to her identifying the complaint had been logged formally and was being investigated. Using her supervision session as a format to explore this, we considered how a simple over sight caused by not paying attention or being absent minded, had contributed to the discomfort of a service user and put his family in an awkward position feeling the need to complain.
Having fully trained staff is key to ensuring that standards are being met in that staff feel competent and knowledgeable about the care they are providing.a)Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in your area of work.
b)Analyse how each one affects service provision. The Local Authority. Social Services and National Service Complaints (England) amendment Regulations came into effect in April Understand the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own home We have to follow many guidelines within my home.
Analyse how regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints affect service provision within own area of work By ensuring that we have a robust and efficient complaints procedure in the organisation, we are giving the service users and their relatives the confidence that we try and do.
Louise R. McCullagh TTR Learner No: Unit Unit Develop Procedures and Practice to respond to Concerns and Complaints Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own home The complaints policy for Four Seasons Health Care outlines the following aims: To resolve concerns / complaints as quickly and.
Unit Develop Procedures and Practice to respond to Concerns and Complaints Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own home The complaints policy for E-Spire Healthcare outlines the following aims: To resolve concerns / complaints as quickly and effectively as possible, through an informal response by a.
Unit Develop Procedures and Practice to respond to Concerns and Complaints Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own home.Download