3.1 Describe the process to follow when responding to complaints

All care providers should have a robust, transparent and easily accessible complaints policy and procedure.

The systems and processes in place will vary between providers, so it is important that you read and understand your own organisation’s complaints policy and procedure and be able to explain how it works.

This is because, if an individual is unhappy with the service that they receive and you are unable to resolve their issue quickly, you should explain the complaints procedure to them and, if necessary, assist them to make a complaint.

The process usually involves making a written complaint and passing it over to your manager who will deal with it. It may be something that can be resolved quickly or may require an investigation to establish the facts. Clear timescales for this will be documented in the policy so that complainants know what to expect.

Following the investigation, any errors or mistakes will be explained to the complainant along with an apology as per the duty of candour, and an action plan will be agreed to rectify or reduce the damage caused. Measures will be put in place to improve the service delivery to ensure that similar issues do not arise again in the future.