Complaints Training

Course outline

Aim

To enable participants to consider the importance of a robust complaints process that is easy for clients, staff, carers and others to use, provides feedback and learning, plus meets the complaints standards set by Supporting People (SP).

Outcomes

By the end of the session participants will:

  • Be able to appreciate why the active management of complaints is important for their organisation, neighbours, local stakeholders and clients
  • Be aware of possible blocks to complaints being made
  • Have critiqued procedures relating to Complaints
  • Decide which of the QAF complaints standards are hardest to implement and evidence, and explored ways of meeting these standards
  • Have used case studies to consider best practice when dealing with complaints
  • Will have had the opportunities to reflect on and share good practice with other SP providers.
  • Agree two or more action points at the end of each session.

Approach

The half and full days will be both practical and highly interactive using a range of exercises and materials. The trainer believes learning should be non-threatening, enjoyable and challenging of prejudice.

Who is it for?

For up to16 participants working in the Supporting People field.

For more information e-mail: performancesolutions@mungos.org