3.1 – Describe the process to follow when responding to complaints
All comments and complaints should be taken seriously, no matter how small. When verbal complaints are made directly to care staff we should try and address the problem straight away, remaining calm, respectful, polite and sympathetic. We should listen carefully to the complaint being made, using good active listening skills and respond accordingly, making sure not to become defensive or angry or place blame on other people. After listening to the complaint, we should offer a course of action to resolve the problem, if the complainant doesn’t find this solution acceptable we should give them a copy of the complaints procedure and ask them to put their complaint in writing, as well as providing information of what will happen next. We should inform our manager of the complaint and make note of it in the complaints book, including date and time of the complaint, all relevant details and the course of action offered.


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