Your organisation will have policies and procedures in place that specify how you should respond to complaints. It is important that you are familiar with the process so that you respond to complaints correctly.
All complaints should be taken seriously and documented along with any actions that are taken. A positive attitude towards complaints should be in place and the process should be transparent and fair as well as having defined timescales for action. This will ensure that people can feel confident about making a complaint and that their concerns will be investigated.
When somebody wishes to make a complaint, you should listen to them in a non-judgemental way and show them support. You may be able to resolve the complaint immediately, for example, if there has been a misunderstanding.
You should then explain the formal complaints process to them and ask if they would like to continue and if they require any support.
Once submitted, an employee will be assigned to investigate the report and submit their findings. If the complainant is unhappy with the results of the investigation, they should have the option to have it investigated by an external organisation, such as the Care Quality Commission.