Develop Procedures and Practice to Respond to Concerns and Complaints

Unit ID:
CCY677
Unit Code:
BA35CY001
Level:
Five
Credit Value:
6
Sector:
7.1
LDCS:
BA31
GLH:
Last registration date:
31/08/2020
Lower age restriction:
19
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Purpose and Aim

The purpose of this unit is to assess the learner’s knowledge, understanding and skills required to developing, implementing and reviewing procedures and practices to address concerns and complaints. It covers the relevant regulatory requirements, codes of practice and relevant guidance, and analyses the impact of these on service provision.

Learning Outcomes

The learner will

Assessment Criteria

The learner can
1. Understand the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints
1.1Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own area of work
1.2Analyse how regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints affect service provision within own area of work
2. Be able to develop procedures to address concerns and complaints
2.1Explain why individuals might be reluctant to raise concerns and make complaints
2.2Outline steps that can be taken to encourage individuals to raise concerns or complaints
2.3Work with others in the development of procedures to address concerns and complaints
2.4Ensure information on how to raise concerns and make complaints is available in accessible formats
2.5Review the procedures that have been developed against regulatory requirements, codes of practice and relevant guidance
3. Be able to lead the implementation of procedures and practice for addressing concerns and complaints
3.1Promote a person centred approach to addressing concerns and complaints
3.2Ensure that others are informed
3.3about the procedure for raising concerns or making complaints
3.4Use supervision to support workers to recognise and address concerns and complaints.
3.5Implement systems and procedures which address concerns and complaints and fully inform the complainant of the outcome within agreed time frames
4. Be able to review the procedures and practices for addressing concerns and complaints
4.1Monitor the use of systems for addressing concerns and complaints
4.2Evaluate the effectiveness of systems for addressing concerns and complaints
4.3Involve others in the review of procedures and practices for addressing concerns and complaints.
4.4Show how own management practice has provided a culture where the organisation can learn from concerns and complaints
4.5Demonstrate how recommendations from concern and complaint investigations have been used to improve the quality of service

Assessment Methods:

There are no prescribed assessment methods for this unit. Assessments used should be fit for purpose for the unit and learners, and generate evidence of achievement for all the assessment criteria.

Assessment Information:

There is no specific assessment information to be used with this unit.

If not specifically stated in the assessment information, a plural statement in any assessment criterion means a minimum of two.

Other Mappings:

Mapping to National Occupational Standards (NOS) and the Knowledge and Skills Framework(KSF) for the NHS.

NOS ref: LMCS E9

Assessor Requirements:

This unit must be assessed in accordance with Skills for Care and Development's QCF Assessment Principles.
Learning outcomes 2, 3 and 4 must be assessed in the work setting.

Additional information:
Others may include:
• Workers / Practitioners
• Carers
• Significant others
• Other professionals
• People who use services