ASSIGNMENT 2:
P2: Discuss ways in which complaints and appeals procedures address failure in a duty of
care in a selected health and social care setting
Most of the time in care settings, things do not go wrong. However, if they do people have the right
to complain. The CQC has the ability to respond to complaints about the quality of service that the
individual, or the administration that they work for, may have delivered. A complaint is an
expression of disappointment and discontent, made either by writing a letter, emailing or verbally
about the quality of service, actions or lack of action by staff members of the council, impacting an
individual or a group of people. The Director Corporate Services is accountable for the coordination
of the complaints policy and procedure, including the analysis of data. The Customer Service Centre
is in charge for managing the procedure of monitoring and reporting the progress of the complaint
and any responses made. Managers and Directors are accountable for the investigation of
complaints related to their areas of operation.
The CQC’s complaints procedure is that the initial step ought to be to contact the service provider.
All health and social care service providers must have a complaints procedure that they can ask to
see which will show them how to make a complaint. If an individual believes a crime has been
committed or a provider is delivering services without being registered with CQC, they should report
a concern which they will onward their complaint to their National Complaints Team. They will then
communicate the individual to converse their worries and approve how they will answer to them.
They will try to solve the complaint informally within seven working days so that they can address
the concerns as soon as they can. If a formal investigation is needed, they will suggest a date for
response (usually within 30 working days) and approve this with the individual. Their complaint will
be examined by someone not associated to the problems and the procedure will be managed by the
National Complaints Team. They will then send the individual a report specifying their findings and if
suitable, what they have done, or plan to do, to make things right. If they complained to the care
provider and they are unhappy with their response, the following step depends on the kind of
service and how their care is funded. If the complaints is about the NHS (including GP and dental
services), they should contact the Parliamentary and Health Service Ombudsman (PHSO). If the care
is funded or organised by a council, they can make a complaint to their council if it pays for their
care. If they are unhappy with the result of their complaint, they can contact the Local Government
and Social Care Ombudsman.
Merryvale Residence Case study:
The Merryvale Residence provides support for 10 older men and women who are all over the age
of 75. Three of the residents have a hearing impairment; two have dementia and the remaining
residents have varying degrees of reduced mobility.
Two of the female residents are in a same-sex relationship and have experienced discrimination
from one member of staff, but do not want to cause problems and have therefore not made a
complaint. The couple feel that they must be entitled to a double room but are not certain what
their legal rights are on this issue. One of the women has noticed that her partner, who requires
support with dressing and bathing, has developed bruises on her neck and arms. When questioned
by her partner, she states that she fell over.
P2: Discuss ways in which complaints and appeals procedures address failure in a duty of
care in a selected health and social care setting
Most of the time in care settings, things do not go wrong. However, if they do people have the right
to complain. The CQC has the ability to respond to complaints about the quality of service that the
individual, or the administration that they work for, may have delivered. A complaint is an
expression of disappointment and discontent, made either by writing a letter, emailing or verbally
about the quality of service, actions or lack of action by staff members of the council, impacting an
individual or a group of people. The Director Corporate Services is accountable for the coordination
of the complaints policy and procedure, including the analysis of data. The Customer Service Centre
is in charge for managing the procedure of monitoring and reporting the progress of the complaint
and any responses made. Managers and Directors are accountable for the investigation of
complaints related to their areas of operation.
The CQC’s complaints procedure is that the initial step ought to be to contact the service provider.
All health and social care service providers must have a complaints procedure that they can ask to
see which will show them how to make a complaint. If an individual believes a crime has been
committed or a provider is delivering services without being registered with CQC, they should report
a concern which they will onward their complaint to their National Complaints Team. They will then
communicate the individual to converse their worries and approve how they will answer to them.
They will try to solve the complaint informally within seven working days so that they can address
the concerns as soon as they can. If a formal investigation is needed, they will suggest a date for
response (usually within 30 working days) and approve this with the individual. Their complaint will
be examined by someone not associated to the problems and the procedure will be managed by the
National Complaints Team. They will then send the individual a report specifying their findings and if
suitable, what they have done, or plan to do, to make things right. If they complained to the care
provider and they are unhappy with their response, the following step depends on the kind of
service and how their care is funded. If the complaints is about the NHS (including GP and dental
services), they should contact the Parliamentary and Health Service Ombudsman (PHSO). If the care
is funded or organised by a council, they can make a complaint to their council if it pays for their
care. If they are unhappy with the result of their complaint, they can contact the Local Government
and Social Care Ombudsman.
Merryvale Residence Case study:
The Merryvale Residence provides support for 10 older men and women who are all over the age
of 75. Three of the residents have a hearing impairment; two have dementia and the remaining
residents have varying degrees of reduced mobility.
Two of the female residents are in a same-sex relationship and have experienced discrimination
from one member of staff, but do not want to cause problems and have therefore not made a
complaint. The couple feel that they must be entitled to a double room but are not certain what
their legal rights are on this issue. One of the women has noticed that her partner, who requires
support with dressing and bathing, has developed bruises on her neck and arms. When questioned
by her partner, she states that she fell over.
