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All organisations dealing with people receive complaints. You should read and understand the complaints procedures set out by your employers and know what steps you should follow when a complaint or comment has been made.

All comments and complaints should be dealt with professionally even if in your opinion they are not serious, even the most trivial complaint could be made as a result of a far more serious issue. It is important to view comments and complaints as an important tool that when dealt with properly provide organisations and employees with information that can help to improve the care and service you are providing to the people you support.

It is important for organisations to have a complaints procedure that is a clear and simple process that ensures that any complaint is followed through from the initial comment or complaint right through to the final outcome. As a carer, you should be aware that people you care for and their families may have a different point of view, different lifestyles and expectations.

Your local authority will also have a system to help people make complaints about care services. Look for it on their website, it may be referred to in your organisation’s policy.

Identifying risks through good risk assessments and managing the risks accordingly helps us to keep people safe. Part of risk management involves recognising and reporting incidents, errors and “close calls” when they occur. Examples are wide ranging including trips, falls, challenging behaviour and even medication errors.

As a care worker, you need to know how to respond. It’s all part of your duty of care. You will also help to prevent similar things happening in the future. If you report incidents, accidents and other dangerous occurrences, it will help to prevent them from happening again.

  • Standard 3.1 - Learning Outcome 3.3a
  • Standard 3.1 - Learning Outcome 3.3b
  • Standard 3.1 - Learning Outcome 3.3c
  • Standard 3.1 - Learning Outcome 3.4a
  • Standard 3.1 - Learning Outcome 3.4b
  • Standard 3.1 - Learning Outcome 3.4c