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Explain policies and procedures relating to the handling of complaints

Qualification:Level 3 Diploma in Adult Care
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.

Your organisation’s complaints policy and procedure will be informed by other policies, such as:
  • 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