Unit 510 Leading Practice to Manage Comments and Complaints Assignment Brief
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Unit 510 Leading Practice to Manage Comments and Complaints Assignment Brief
| Qualification | City & Guilds Level 5 Diploma in Leadership and Management for Adult Care (England) (3096-51) |
|---|---|
| Unit Number | 510 |
| Unit Title | Leading practice to manage comments and complaints |
| GLH | 20 |
| Credits | 3 |
| Aim | The aim of this unit is to enable learners to understand the management of comments and complaints and be able to lead practice in acknowledging and responding to comments and complaints.
Learners should consider ways of sharing compliments and positive comments with colleagues and others in addition to managing complaints and critical comments. Learners will explore reasons why this may be difficult for some individuals and what could be done to support an open culture in the service. Learners will consider ways of managing a range of comments and complaints including those that are persistent and unreasonable or abusive towards colleagues and how best to implement an effective comments and complaint policy culture that meets regulatory and legal requirements. |
Learning Outcomes
The learner will:
LO1 understand the management of comments and complaints
Assessment criteria
The learner can:
AC1.1 describe regulatory requirements, codes of practice and guidance for managing comments and complaints
AC1.2 analyse the relationship between the management of comments and complaints and:
a. risk management
b. safeguarding
AC1.3 explain why those using services and others may be reluctant to comment or complain
AC1.4 describe attitudes and approaches that ensure comments and complaints inform continuous improvement of the setting/service
AC1.5 describe ways of managing complaints which can be:
a. unreasonably persistent
b. abusive
LO2 be able to lead practice in acknowledging and responding to comments and complaints
Assessment criteria
The learner can:
AC2.1 support team members to understand systems and procedures that ensure comments and complaints are actioned appropriately
AC2.2 ensure accessible information and support is in place to enable, empower and encourage individuals and others to:
a. raise comments and complaints
b. follow-up on comments and complaints
AC2.3 implement open and transparent systems and procedures that:
a. compassionately acknowledge comments and complaints
b. respond to comments and complaints within agreed time frames
AC2.4 implement learning from comments and complaints to drive improvements to the setting/service
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