Developing and Implementing Complaint Management Procedures

This report delves into the critical aspects of managing concerns and complaints within a workplace setting. It begins by identifying the regulatory requirements, codes of practice, and relevant guidance for handling such issues, and analyzes their impact on service provision. The report then...Read More

Develop procedures and
practice responding to
concerns and complaints

Table of Contents
LO 1.................................................................................................................................................1
1.1 Identify the regulatory requirements, codes of practice and relevant guidance for
managing concerns and complaints............................................................................................1
1.2 Analyse how regulatory requirements, codes of practice and relevant guidance for
managing concerns and complaints affect service provision......................................................1
LO 2.................................................................................................................................................1
2.1 Explain why individuals might be reluctant to raise concerns and make complaints...........1
2.2 Outline steps that can be taken to encourage individuals to raise concerns or complaints...1
2.3 Work with others in the development of procedures to address concerns and complaints...2
2.4 Ensure information on how to raise concerns and make complaints is available in
accessible formats.......................................................................................................................2
2.5 Review the procedures that have been developed against regulatory requirements, codes of
practice and relevant guidance....................................................................................................2
LO 3.................................................................................................................................................3
3.1 Promote a person-centered approach to addressing concerns and complaints......................3
3.2 ensure that others are informed about the procedure for raising concerns or making
complaints...................................................................................................................................3
3.3 Use supervision to support workers to recognize and address concerns and complaints.....3
3.4 Implement systems and procedures which address concerns and complaints and fully
inform the complainant of the outcome within agreed time frames...........................................4
LO 4................................................................................................................................................4
4.1 Monitor the use of systems for addressing concerns and complaints...................................4
4.2 Evaluate the effectiveness of systems for addressing concerns and complaints...................4
4.3 Involve others in the review of procedures and practices for addressing concerns and
complaints...................................................................................................................................5
4.4 how own management practice has provided a culture where the organization can learn
from concerns and complaints....................................................................................................5
4.5 Demonstrate how recommendations from concern and complaint investigations have been
used to improve the quality of service........................................................................................5

REFERENCES................................................................................................................................6

LO 1
1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing
concerns and complaints.
Regulatory requirement confirm the policies, rules, law and standard. It describes the
goal of organization in order to achieve their effort to comply policies, relevant laws and
regulations (LoBiondo-Wood and Haber, 2017). The purpose of regular requirement is to
implement the policies to managing the complaints and concerns at workplace. Such as in
nursing home it is necessary to apply regulation in order to solve the problems of staff and
patients.
1.2 Analyse how regulatory requirements, codes of practice and relevant guidance for managing
concerns and complaints affect service provision.
In hospitals and health care system is mandatory to implement the law and regulation in
order to make management work properly. It plays an important role in health care and health
care insurance coverage (Bouwman, Bomhoff and Friele, 2016). Regulatory bodies protect and
prevent the public from the health risk. It delivers the several programs for public welfare and
health. Law and regulation give authority to public in order to convey their problems with the
system by complaints.
LO 2
2.1 Explain why individuals might be reluctant to raise concerns and make complaints.
There are many reasons for individual due to which they are unable to raise complains
and concerns. Some times worker at workplace reluctant to raise the complaints due to longer
procedure of system which will take more time resolve the problems of employees. In addition,
employees do not feel free to raise their voice against the system that is stronger and bigger than
them (Subrin and et.al., 2016). Considering these employees afraid to concern and make
complaints.
Apart from this, in healthcare system patients unable to make complaints because
sometimes they think if the raise their voice they would not get the proper treatment from
system. With this they have mentality that higher authorities would not notice or resolve their
problems.
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2.2 Outline steps that can be taken to encourage individuals to raise concerns or complaints.
It is important for individuals to raise their voice to complaints against individuals, group
or system. There are some steps which can help and encourage individuals to make complaints.
Keep the mane confidential: Authority should concern about this. Name of complainers
must be confidential in order to make them fearless.
Respond positively: System should respond positively on problems of individuals. Make
them to trust authorities (Hulsman and van der Vloodt, 2015). It will motivate them to enhance
their morale and make them confident to raise their problem.
Take Action on Time: Authority and system should set the time to resolve the problems
of individuals. It will give them surety and certainty about resolving the problem.
2.3 Work with others in the development of procedures to address concerns and complaints.
Authority should develop the procedure respond properly about the concern and
complaints of individuals. For this, systems and managers should work together to ensure the
complaints' procedure is working effectively and properly implemented or not. With this they
also have to ensure about that individuals feel free and confident to raise their worries and
complaints and it should be acted fairly and promptly. Regulatory authority can also make
register in that users can find their complaint easily (.Coleman, 2016). Having clear guideline to
investigators in order to solve the problems in procedural manner. Complainers must feel secure
in line with guidance that no one be discriminated against the complaints. With these they have
right which protect their stigma.
2.4 Ensure information on how to raise concerns and make complaints is available in accessible
formats.
In work place employees must be free to raise their concern and make complaints.
Complaints can be raised by verbally or in writing to practice managers. It can make by anyone
of trust staff or chief executive. If employees have problems so they can convey their problems
to team leader or managers (McCormack and McCance, 2016). If complaint is not stored by the
following day then individual can make a formal complaint. With that employees feel that their
problems still has not been resolved so in this case they can raise their problem to higher
authority.
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2.5 Review the procedures that have been developed against regulatory requirements, codes of
practice and relevant guidance.
Procedure that made against regulatory requirement is legally implemented. It consistent
with existing legislation including international agreement or norms. Regulatory decision are
impartial in terms to be fair and resolve the conflicts and unfounded bias (McCormack and
McCance, 2016). According to the law of health care act 2012 organization should handle
complaints in proper way. Considering this organization made the procedure where individuals
are free to convey their problems fear less. This law gives the guideline to authority to make the
procedure that is applicable for individuals.
LO 3
3.1 Promote a person-centred approach to addressing concerns and complaints.
Person centered approach focus on the desire, personal needs, wants, desired goals of
individual. Due to this they become Central to the nursing and care process. This approach help
to knowing the patient as individuals and their problems, provides care that is valuable and
meaningful, it emphasizing freedom of choice with this they feel free to convey their concern
and complaints. This approach make them to respect the preference, needs and values of
individuals (Ewing, Austin and Diffin 2015.). It promotes the emotional and positive comfort. It
treats the people with respect and dignity which help individuals to address concern and
complaints.
3.2 ensure that others are informed about the procedure for raising concerns or making
complaints.
Raising concerns and making complaints reflect the system of an organization. Whether
it concern about their employees or not. Workers should know the procedure for making
complaints or raising concern ( (McCormack and McCance, 2016)). For this organization can
organize the question answer activity to know people are aware or not. With that they can take
feedback from employees about their policies, procedure and regulation of raising concern and
making complaints. In addition, organization can provide individuals portal so that employees
will up to ate about the procedure of raising their problems. Due to these employees can easily
convey their issues, trouble regarding to their work.
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3.3 Use supervision to support workers to recognise and address concerns and complaints.
Organization is responsible to provide their workers supervision addressing complaints
and concerns. So that employees can easily identify and address their complaints and concerns.
For this organization can make positive environment so that employees feel free to share their
problems ( (Subrin and et.al., 2016)). Workers can convey problems to their team leader. If the
find their problems has not been resolved in proper manner so employees has right to ask human
resource management. If HR department not responding in positive way, in this case workers can
convey their problems to higher authority organization.
3.4 Implement systems and procedures which address concerns and complaints and fully inform
the complainant of the outcome within agreed time frames.
For making employees satisfied it is crucial for organization to implement system and
procedure which support employees to address their complaints and concern. Organization
should build effective procedure which is easily understandable for workers. For example,
organization can provide user portal for individuals so that employees can easily transfer their
problem. With that organization can take feedback in order to identify the implement systems
working properly or not (Subrin and et.al., 2016). Company should try to give surety to
complainant about the complaint that it will resolve on time and outcome will be positive.
LO 4
4.1 Monitor the use of systems for addressing concerns and complaints.
System and procedure which organization is proving to their employees must be monitor
to analyze weather it is working properly or not. For that the monitoring of care group
performance against the complaints and concerns should report monthly to authorities. It will
help them to monitor and understand the performance of system(Ewing, Austin, Diffin, and
Grande, 2015). Monitoring helps to analyze any loophole in the system or procedure that can
easily resolve in appropriate way. Monitoring report will also analyze the experience of
employees about the workplace of organization. This help the company to improvise their system
for making it more effective.
4.2 Evaluate the effectiveness of systems for addressing concerns and complaints.
System of addressing complaints and concern should be productive. Effective system
make employees satisfied. Resolving complaints of employees in proper manner bound them
towards organization (McCormack and McCance, 2016). They feel motivated and valued asset
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of company. Motivated employees engaged themselves more towards organization and they
work more efficiently and productively. Effective system decrease the conflict, issues weather it
is between peer to peer or employees to management. With that it build positive work
environment where employees can work freely and stress free and as result positive outcome
occur.
4.3 Involve others in the review of procedures and practices for addressing concerns and
complaints.
Making more effective procedure for addressing the complaints and concern it is required
involving others in this system. Considering this, organization can organize the activities to
guide others and telling them importance of addressing complaints and concern (Bouwman,
Bomhoff Robben and Friele, 2016). Making complaints helps an organization to improve its
system by identify the loopholes of the system. Management can organize the different activities
in which they can evaluate the effectiveness of addressing concerns and complaints. Considering
this organization can succeed to involve others in procedure and practice for analyzing the issues
of employees.
4.4 how own management practice has provided a culture where the organisation can learn from
concerns and complaints.
Management practice can influence the positive culture where complaints and concerns
raises as major issues (Subrin and et.al., 2016). According to my opinion I can provide this type
of culture by providing them right guidance and importance of raising complaints and concern.
In addition, I will arrange the training and take session where I will explain the value of
significance of raising complaints improve the system of organization. It analyzes the fault and
crack in system.
4.5 Demonstrate how recommendations from concern and complaint investigations have been
used to improve the quality of service.
Motivated employees are the best assets of an organization. Resolving issues, problems
and complaint of employees make them empowered and motivated. It rebounds workers toward
organization and make them more effective in their work. The outcome of concern or complaint
directly benefit the organisation (LoBiondo-Wood and Haber, 2017). With that lesson can be
learnt from the problems or issues. This ca lead to a positive change in the working practices,
procedure, policies for the teamwork and an individual.
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REFERENCES
Books and Journals
LoBiondo-Wood, G. and Haber, J., 2017. Nursing research: Methods and critical appraisal for
evidence-based practice. Elsevier Health Sciences.
Bouwman, R., Bomhoff, M., Robben, P. and Friele, R., 2016. Patients' perspectives on the role
of their complaints in the regulatory process. Health Expectations. 19(2). pp.483-496.
Subrin and et.al., 2016. Civil Procedure: Doctrine, Practice, and Content. Wolters Kluwer Law
& Business.
Hulsman, R.L. and van der Vloodt, J., 2015. Self-evaluation and peer-feedback of medical
students’ communication skills using a web-based video annotation system. Exploring
content and specificity. Patient Education and Counseling. 98(3). pp.356-363.
Coleman, B.D., 2016. One Percent Procedure. Wash. L. Rev.. 91. p.1005.
McCormack, B. and McCance, T. eds., 2016. Person-centred practice in nursing and health
care: theory and practice. John Wiley & Sons
Ewing, G., Austin, L., Diffin, J. and Grande, G., 2015. Developing a person-centred approach to
carer assessment and support. British journal of community nursing. 20(12). pp.580-
584.
Online
[ONLINE] Available thought: <https://www.hwns.com.au/about-us/our-company/person-
centred-approach-and-active-support/>
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