This page is designed to answer the following questions:
- 7.4 Learners promote a culture where attitudes and approaches ensure concerns and complaints directly influence service improvement (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NOTE: Although this page has been marked as complete, it has not yet been peer-reviewed or quality-assured, therefore it should be considered a ‘first draft’ and any information should be fact-checked independently.
Learners promote a culture where attitudes and approaches ensure concerns and complaints directly influence service improvement to include ALL of the following:
- All concerns and complaints are acted upon promptly and recorded in line with organisational processes without compromising consent and confidentiality
- All concerns and complaints are investigated using systems and processes and outcomes are logged and reported to appropriate bodies
- Using information on any concerns or complaints as a regular agenda item at team meetings
- Making explicit use of lessons learnt from concerns or complaints, trends and areas of risk in annual service reviews
- Making explicit use of lessons learnt from concerns or complaints in service improvement plans, setting SMART targets and monitoring their achievement
