This page is designed to answer the following questions:
- 7.6 Learners ensure information and support is in place to enable those using services and their carers to raise concerns and make complaints when they wish to do so (Level 5 Diploma in Leadership and Management for Adult Care, Person-centred Practice for Positive Outcomes)
NOTE: Although this page has been marked as complete, it has not yet been peer-reviewed or quality-assured, therefore it should be considered a ‘first draft’ and any information should be fact-checked independently.
This assessment criterion is very similar to the previous criterion, which explored how to support team members to understand systems and processes related to concerns and complaints. However, here you will be required to demonstrate how you ensure that information and support is in place to enable individuals using services and their carers to raise concerns or make complaints when they wish to do so.
Systems and processes for making complaints should be both visible and accessible to anyone that may need to use them. Accessibility includes providing information in different formats to suit an individual’s needs (e.g. large print formats for visually impaired individuals or easy-read formats for individuals with a learning disability). Any information provided should be clear and transparent, detailing how complaints and concerns are reported and the procedure that will be followed.
Some individuals may be reluctant to raise concerns or make complaints due to the reasons outlined here, so you may need to reassure them that their complaint will be taken seriously and dealt with fairly.