Complaints
It is important for clients receiving care and support feel able to challenge poor standards of care.
They should know how to complain and feel and feel confident to make a complaint without fear of facing negative treatment. Ask your employer what to do when some one wants to complain.
Information should be available in different, user-friendly formats. These should explain clearly what abuse is and also how to express concern and make a complaint.
Individuals should be informed that their concern or complaint will be taken seriously, be dealt with independently and that they will be kept involved in the process to the degree that they wish to be .
They should be reassured that they will receive help and support in taking action. Individuals are entitled to an independent advocate.
An open and honest culture can encourage individuals to raise concerns before they come to harm. You should do what is appropriate in your role to try and resolve any concerns. The client must be told how to complain and supported to do so. It is important that a client’s voice is heard.