Dealing with complaints

How to use this activity

  1. Ask the person to fill in the missing words from the information about dealing with complaints. The words needed are given at the bottom of the box.
  2. Show/ talk to them about the policy and procedure within your organisation for dealing with complaints.
  3. Ask them to think about the two scenarios, and how they would respond.
  4. Ask them to answer the questions underneath each scenario.
  5. Discuss their answers.

Top tips to look out for

Workers can:

  • read and understand information
  • apply policies and procedures to their own role
  • understand key terms in social care
  • explain their thoughts and ideas clearly and logically
  • use clear language that is grammatically correct
  • respond to the problems presented.

Activity

Words are missing from the guidance below.

Guidance

  1. Arrange to talk in ______.
  2. Tell the person that you may need to pass on ______if there is a risk to the ______of the person or anyone else.
  3. Listen carefully to what the person says and ______that you understand what they mean.
  4. Offer your ______, but do not ______on what the person says.
  5. Explain who you will pass their ______on to and when the person will get ______.
  6. Thank the person, tell your manager what has been said and make a ______as soon as possible.

Here are the missing words.

check | comment | complaint | feedback | information | private | record | safety | support

Can you put the missing words back in the right place? Use each word once only.

Ensure your manager has shown you the policy and procedure for dealing with complaints within your organisation.

How would you handle the following scenarios?

  1. An individual who needs care and support comes up to you in the communal lounge and says

“I don’t want that other care worker in my room. I’ve just caught her eating biscuits out of my fridge. That’s theft you know.”

Why is the individual so upset?

What would you say to the individual then and there to deal with the situation?

What would you do about this afterwards?

  1. An individual’s daughter comes to speak to you whilst you are sat in the office. She is concerned about her father who you are caring for. She says

“Sorry to disturb you, I’m just a bit concerned about my Dad. He seems to have been wearing the same clothes for a few days now and his skin looks very dry. I’m not sure if the staff are offering him a shower everyday as he asked for.”

Why is the individual concerned?

What would you say to the individual then and there to deal with the situation?

What would you do about this afterwards?

Now discuss your answers with your manager.