UNIT 2 - REPORTS AND COMPLAINTS PROCEDURES

Question 1

what are the stages of reporting incidents and accidents?

Answer 1

• detect the incident/accident
• report the incident/accident to relevant person
• review the incident/accident
• propose preventative measures, implement changes to working practise
• monitor the effectiveness

Question 2

what are the barriers to incident reporting?

Answer 2

• the incident/accident may not be seen as important at the time.
• staff may have other duties
• may be pressure from managers to not report accidents/incidents

Question 3

what are the common problems of evidence?

Answer 3

• inconsistent witness statements
• poor recall of events
• written evident that conflicts with other types of evidence e.g. CCTV
• poor standard of written English

Question 4

what are the four key points about complaints procedures?

Answer 4

• all care settings MUST have them in place
• all care settings must enable service users to access and use them
• they are checked when care providers are inspected
• they can lead to service improvements

Question 5

services users have the right for…

Answer 5

• complaints to be dealt with within an appropriate time period
• complaints to be taken seriously
• appropriate investigations taken place information regarding the outcomes of investigations into their complaints