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Develop Procedures and Practice to Respond to Concerns and ComplaintsUnit summaryThe purpose of this unit is to assess the learner’s knowledge, understanding and skills required to develop, implement and review procedures and practices to address concerns and complaints. It covers the relevant regulatory requirements, codes of practice and relevant guidance, and analyses the impact of these on service provision.Learning outcomes1 Understand the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints 2 Be able to develop procedures to address concerns and complaints3 Be able to lead the implementation of procedures and practice for addressing concerns and complaints4 Be able to review the procedures and practices for addressing concerns and complaints Assessment 1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own area of work1.2 Analyse how regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints affect service provision within own area of work2.1 Explain why individuals might be reluctant to raise concerns and make complaints2.2 Outline steps that can be taken to encourage individuals to raise concerns or complaints2.3 Work with others in the development of procedures to address concerns and complaints2.4 Ensure information on how to raise concerns and make complaints is available in accessible formats2.5 Review the procedures that have been developed against regulatory requirements, codes of practice and relevant guidance 3.1 Promote a person-centred approach to addressing concerns and complaints3.2 Ensure that others are informed about the procedure for raising concerns or making complaints3.3 Use supervision to support workers to recognise and address concerns and complaints3.4 Implement systems and procedures which address concerns and complaints and fully inform the complainant of the outcome within agreed time frames4.1 Monitor the use of systems for addressing concerns and complaints4.2 Evaluate the effectiveness of systems for addressing concerns and complaints4.3 Involve others in the review of procedures and practices for addressing concerns and complaints4.4 Show how own management practice has provided a culture where the organisation can learn from concerns and complaints4.5 Demonstrate how recommendations from concern and complaint investigations have been used to improve the quality of service
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