Unit name: Duty of Care
Learning outcome: 3. Know how to respond to complaints
Assessment criteria: 3.2 Explain policies and procedures relating to the handling of complaints
Having a positive attitude towards complaints can help to improve the service your organisation provides and ensure that care provision is of the highest standard.
- Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16 – all complaints in healthcare settings must be taken seriously and investigated
- The Care Act 2014 – Local authorities must have clear complaints procedure and individuals have the right to complain about decisions made by the local authority relating to their care
- Care Quality Commission guidance on complaints in the care sector