B5: Complaints

Question 1

What must all care organisations have? Required by who?

Answer 1

all care organisations must have formal procedures in place to deal with any complaints, as required by their regulators

Question 2

How will complaints be initially investigated?

Answer 2

initially, complaints will be investigated through the organisation’s own disciplinary systems for allegations such as poor practice or care from staff

Question 3

How will more serious complaints be dealt with?

Answer 3

more serious cases will be dealt with by the regulatory body (eg the GMC)

Question 4

What will happen in extreme cases where assault or death has occurred by negligence or active abuse?

Answer 4

in extreme cases where an assault or death has occurred by negligence or active abuse the police will become involved and it may lead to a criminal conviction