Develop procedures and practice to respond to concerns and complaints

Handouts 

H1 FAQ

H2 Values and cultures

H3 Regulatory framework adults

H4 Regulatory framework children

H5 Regulatory and legal framework Adult HSC

H6 Regulatory and legal framework Children

H7 Top tips for addressing concerns and complaints

H8 Learning the lessons from complaints

H9 Dealing with difficult situations

Worksheets 

W1 Raising concerns

W2 Answers Complaints Procedure

W2 Complaints procedure

W3 Links between requirements and own service

W4 Review your systems

W5 Answers. What would you do? Adult HSC

W5 What would you do. Adult HSC

W6 Answers. What would you do? Children HSC

W6 What would you do. Children HSC

W7 Answers. Case studies Adult HSC

W7 Case studies Adult HSC

W8 Answers. Case studies. Children HSC

W8 Case studies. Children HSC