7.4 Learners promote a culture where attitudes and approaches ensure concerns and complaints directly influence service improvement

Course: NVQ Level 5 Diploma In Leadership & Management for Adult Care

Unit 5: Person-centred practice for positive outcomes

LO7: Lead practice in managing concerns and complaints in adult care

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7.4 Learners promote a culture where attitudes and approaches ensure concerns and complaints directly influence service improvement

Learners promote a culture where attitudes and approaches ensure concerns and complaints directly influence service improvement. In this type of culture, individuals feel free to share their thoughts and suggestions openly with management in the hope of achieving continuous improvement.

Such a culture is beneficial for both the learners and the health and social care organization as a whole. The learners are given an opportunity to voice their opinions and contribute to the improvement of their learning experience, while the organization benefits from receiving feedback on its services that can be used to make positive changes. Creating and fostering such a culture takes time and effort, but it’s well worth it in the long run. This can be achieved by:

  • providing learners with a structured opportunity to give feedback in the form of surveys, focus groups, discussions, etc.
  • involving management early in the process so they are not caught by surprise when the learners have something to say
  • ensuring that learners know exactly who to go to with their feedback and concerns 
  • when learners have something to say, utilize a process that will give their complaint or concern the best chance of being heard by the right people quickly and effectively.

Some respondents to this plan felt that it might be too demanding for many services in terms of time and resources required. In order to maintain commitment from all parties, it is important that the learners are given an opportunity to voice their opinions in a structured way. This will give them confidence in the process and increase their willingness to use it in the future if necessary.

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In order to maintain commitment from all parties, it is important that the learners are given an opportunity to voice their opinions. In a structured way, this will give them confidence in the process and increase their willingness to use it again if necessary.

Many respondents felt that creating a culture where complaints directly influence service improvement requires more time and resources than most providers can afford. However, it is important to remember that this approach enables service improvement by identifying potential problems early on and resolving them before they escalate into crises; the benefits of this outweigh any initial costs.

A culture where complaints directly influence service improvement requires more time and resources than most providers can afford. However, it is important to remember that this approach enables service improvement by identifying potential problems early on and resolving them before they escalate into crises; the benefits of this outweigh any initial costs.

Any concern or complaint raised by a service user is taken extremely seriously and is recorded within our complaints procedure. Wherever possible an attempt is made to resolve the issue immediately. Where this isn’t possible, for example where a learner requires transport or another service user needs attention, an explanation of why this has occurred is given. The nature of the response is recorded and used as part of our quality assurance system.

All concerns and complaints are investigated using systems and processes and outcomes are logged and reported to appropriate bodies. This is one way that we ensure that our products and services meet the high standards that we set for ourselves.

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