A3: 3 - Complaints Procedures

Question 1

What must all care organisations have?

Answer 1

all care organisation must have complaints procedures

Question 2

When are complaints procedures checked?

Answer 2

these are also checked when the setting is inspected

Question 3

How should complaints be treated?

Answer 3

complaints should not be treated as negative but as why to improve the service on offer

Question 4

Complaints procedures vary in…

Answer 4

complaints procedures vary in different organisations, but follow a similar route

Question 5

If a service user or member of staff complains, what do they have the right to?

Answer 5

• have their complaint dealt with swiftly and efficiently
• have a proper and careful investigation of their concerns
• know the outcomes of those investigations
• have a review of the facts if they think the action or decision is unlawful
• receive compensation if they have been harmed