Complaints are a valuable source of information telling us what people in general think about our services. Complaints that are responded to in a meaningful way can improve the way services are viewed. This short course will help managers produce effective responses and will demonstrate how to identify and implement service improvements.
By the end of the course you will be able to:
• describe what needs to be included in an organisation’s policy and procedure for handling complaints.
• identify and define the complaint
• value how to undertake interviews and analyse documentation and evidence to inform your investigation
• describe the emotional issues experienced by complainants raised by complaints investigation
• provide quality responses and options to achieve resolution
• use complaints for service improvement in the workplace
This course is specifically aimed at managers, assistant managers or seniors who investigate and respond to complaints in Adult Social Care assessment and provider services, and managers of independent providers commissioned by BHCC.