3 2 explain the main points of agreed procedures for handling complaints

How do you handle instructions that you do not agree with? There are many different types of situations in which you might receive instructions that you do not agree with, and your response would depend upon the situation. Sometimes i…t is better to comply with an instruction even if you do not agree with it, because the conflict that would result from disputing the instruction is worse than the possible problem that would result from following it. Sometimes you just humor people to make them happy.

Health and Social Care NVQ: Explain the main points of agreed procedures for handling complaints

Complaints Policy and Procedure Our aim: The Association for Learning Technology ALT is committed to providing a quality service for its members and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our members, customers and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that: We recognise that many concerns will be raised informally, and dealt with quickly.

Our aims are to: An informal approach is appropriate when it can be achieved.

What complaints we can and can’t deal with

But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed. The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

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ALT's responsibility will be to: A complainant's responsibility is to: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and ALT maintain confidentiality.

However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality with each complaint judged on its own merit. Should this be the case, the situation will be explained to the complainant.

Trustees of ALT will receive annually an anonymized report of complaints made and their resolution and complaints will be dealt with in accordance with ALT's Privavcy Policy. Formal Complaints Procedure Stage 1 In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right.

If your complaint concerns a Trustee of ALT, rather than a member of ALT's staff, you should write formally to the individual concerned.

In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking. You can expect your complaint to be acknowledged within 4 working days of receipt.

You should get a response and an explanation within 15 working days. Stage 2 If you are not satisfied with the initial response to the complaint then you can write to ALT's Chief Executive and ask for your complaint and the response to be reviewed.

You can expect the Chief Executive to acknowledge your request within 4 working days of receipt and a response within 15 workings days. ALT's aim is to resolve all matters as quickly as possible.

Tech Level 3 - Duty of Care Session 2 - Complaints by Neil Farrington on Prezi

However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative.

If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom. Final Stage If you are not satisfied with the subsequent reply from ALT's Chief Executive, then you have the option of writing to the Chair of the Central Executive Committee Trusteesstating the reason why you are dissatisfied with the outcome.

The Chair of the Central Executive Committee or their nominee will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.

Page last updated by mdeepwell on 8 May Highlights.What are the main points of agreed proceedures for handling complaints within a childcare setting? Handling complaints in a childcare setting should always be donequickly, thoroughly, and in a .

system for handling complaints by The report draws lessons from experience of complaints systems in health and social care in Northern Ireland, Scotland and Wales, Australia, Canada, Denmark.

How do the policies and procedures, or other agreed ways of working that relate to health and safety, influence best practice. All staff should know the policies and procedures and keep them/follow them; Everything in the workplace is influenced by agreed ways of working.

Sep 14,  · Explain the main points of agreed procedures for handling complaints Complaint and compliment is vital part of any business ethics. It is also a way to know how your business is perceived by customers and what more needs to be done to improve the business operation.

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[] Explain where to get additional support and advice about conflicts and dilemmas. Additional support and advice can be obtained from Colleagues, Senior members of staff their Family the individuals Social Worker or other health care professionals our Policies and procedures the Internet and CQC.

Explain why it is important that individuals know how to make a complaint (TC5: ) It is important that people know how to make a complaint because.. Explain the main points of your agreed procedures for handling complaints (the procedures agreed.