Teacher Resources


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Complaints (Adult Care Settings)

PowerPoint presentations, handouts, learning activity, end of session assessment and care settings check sheet. Suitable for adult social care settings and training organisations. One of the PowerPoints specifically links to Outcome 17 prompts and good practice action points.

PowerPoint Presentation 1 – Introduction to Complaints (34 slides)

  • Slide titles: Aims and Objectives, Introduction, Legislation, Principles of Good Complaint Handling, Good Practice, Listening, Feedback, Making Information Accessible, Effective Complaints Materials, INTRODUCTION TO DEALING WITH COMPLAINTS - Initial Contact, Keeping People Informed, Advocacy Support, Expectations of the Complainant, Next Steps, Other Important Things, Rights, NHS Constitution, Local Government Ombudsman, Care Quality Commission, Summary, Assessment of Learning, References.

PowerPoint Presentation 2 – Complaint Management (33 slides)

  • Slide titles: Aims and Objectives, Introduction, Social Care Providers, Outcome 17: Complaints, Links with Other Outcomes, Outcome 17A Lead Effectively to Manage Complaints – a set of slides linking the prompts to actual good practice action points, Outcome 17C and Outcome 17E – 2 slides with good practice points and linking back to earlier slides, Summary, References

PowerPoint Presentation 3 – Assessing the Impact of a Complaint (11 slides)

  • Slide titles: Aims and Objectives, Introduction, Step One (Low Risk), Step One (Medium Risk), Step One (High Risk), Step Two(Likelihood of Recurrence), Step Three (Categorising the Risk), Case Studies Learning Activity, Summary

Word Documents

  • Assessing the Impact of a Complaint Handout, Care Setting Check Sheet, Case Study Learning Activity (Assessing the Impact of a Complaint), Case Study A and B Handout, Complaint Management Handout, CQC Quality and Management Outcome 17:Complaints Handout, Introduction to Complaints End of Session Assessment, Introduction to Complaints Handout

Available on CD (£9.29) or as a Download (£8.99)

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