Complaint Handling in Care
This short course covers how care providers in England should receive, handle and learn from complaints, in line with Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and CQC expectations. You will learn how to make complaining accessible, respond promptly and with empathy, investigate and record fairly, and explain escalation to the Local Government and Social Care Ombudsman. It also covers the duty of candour when things go wrong.
- Modules
- 3
- Duration
- About 20 minutes
- Pass mark
- 80%
- Assessment
- 8 questions from a bank of 12
Learning outcomes
- ✓Explain why complaints matter and what Regulation 16 requires of care providers
- ✓Make it easy for people to raise concerns, including with accessible information and advocacy
- ✓Respond to complaints promptly, openly and with empathy
- ✓Investigate, record and learn from complaints to improve care
- ✓Describe escalation to the Local Government and Social Care Ombudsman and the duty of candour
Course contents
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Module 1: Why complaints matter
Video (4 scenes) · 1 lessons · 2 practice questions
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Module 2: Responding and investigating
Video (4 scenes) · 2 lessons · 2 practice questions
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Module 3: Openness and the duty of candour
Video (3 scenes) · 1 lessons · 2 practice questions
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Final assessment & certificate