Responding to concerns or complaints 6hrs

This course will enhance the learner’s knowledge, understanding and
skills required to developing, implementing and reviewing procedures and
practices to address concerns and complaints. It covers the relevant regulatory
requirements, codes of practice and relevant guidance, and analyses the impact
of these on service
provision.

This training is relevant to new team leaders and managers and also team
leaders and managers who wish to enhance or update their knowledge and
skills

• Identify the regulatory requirements, codes of practice and relevant
guidance for managing concerns and complaints in own area of work
• Analyse how regulatory requirements, codes of practice and relevant
guidance for managing concerns and complaints affect service
provision within own area of work
• Explain why individuals might be reluctant to raise concerns and make
complaints
• Outline steps that can be taken to encourage individuals to raise
concerns or complaints
• Promote a person centred approach to addressing concerns and
complaints
• ensure that others are informed about the procedure for raising
concerns or making complaints
• Use supervision to support workers to recognise and address
• concerns and complaints.
• Implement systems and procedures which address concerns and
complaints and fully inform the complainant of the outcome within
agreed time frames