Course detail
Complaints Handling in Adult Social Care
This CPD awareness course provides adult social care staff in England with a practical understanding of how concerns and complaints should be received, recorded, investigated, responded to and used for improvement. It explains the responsibilities of frontline staff, managers and registered providers, the requirements of Care Quality Commission Regulation 16, the additional statutory framework that applies to local-authority adult social care complaints, and the role of the Local Government and Social Care Ombudsman (LGSCO).
Topics
23
Duration
1.4h
Quiz pass mark
100%
Course structure
Learning path
Topics are completed in order before the final assessment unlocks.
Course Description
1. Why Complaints Matter in Adult Social Care
2. What Counts as a Complaint?
3. CQC Regulation 16 - What Providers Must Do
4. Accessibility, Equality and Support to Complain
5. Who Can Complain and Representation
6. Receiving a Complaint - The First Response
7. Immediate Safety, Safeguarding and Other Escalation
8. Planning a Proportionate Investigation
9. Evidence, Fairness and Staff Involvement
10. Timescales and Keeping People Informed
11. Writing a High-Quality Complaint Response
12. Putting Things Right and Remedies
13. Duty of Candour and Complaints
14. Complaints About Council-Arranged Care
15. The Local Government and Social Care Ombudsman
16. Complaints Handling Code - A Common Source of Confusion
17. Confidentiality, Data Protection and Records
18. Managing Persistent or Difficult Complaint Behaviour
19. Learning, Governance and Service Improvement
20. Staff Responsibilities and Professional Practice
21. Practical Complaint-Handling Scenarios
22. Good Practice Summary
Final quiz
Final step20 questions and 100% required to pass and receive the certificate.
