Course detail
Managing Complaints and Duty of Candour
This management awareness course explains how adult social care providers should receive, investigate, respond to and learn from complaints, and how complaint handling interacts with the statutory duty of candour. It is designed around current CQC requirements for England and focuses on practical management responsibilities, accessible complaint systems, fair investigations, communication, safeguarding, regulatory escalation, remedies and organisational learning.
Topics
32
Duration
1.7h
Quiz pass mark
100%
Course structure
Learning path
Topics are completed in order before the final assessment unlocks.
Course Description
1. Understanding Complaints in Adult Social Care
2. Why Good Complaint Handling Matters
3. Legal and Regulatory Framework
4. Regulation 16: Receiving and Acting on Complaints
5. Accessible and Person-Centred Complaint Systems
6. Receiving and Acknowledging a Complaint
7. Triage, Immediate Risk and Escalation
8. Planning a Proportionate Investigation
9. Gathering Evidence and Maintaining Fairness
10. Communication During the Investigation
11. Responding to the Complainant
12. Remedies, Apologies and Putting Things Right
13. Understanding the Duty of Candour
14. Identifying a Notifiable Safety Incident
15. Carrying Out the Statutory Duty of Candour
16. Complaints, Safeguarding and Police Matters
17. CQC Notifications and Other External Escalation
18. Local Government and Social Care Ombudsman
19. Complaints About Commissioned or Multi-Agency Care
20. Consent, Confidentiality and Information Sharing
21. Complaints About Staff and Employment Processes
22. Care Homes: Complaint Management
23. Domiciliary Care: Complaint Management
24. Supported Living: Complaint Management
25. Unreasonable Behaviour and Maintaining Access
26. Records, Audit Trails and Data Protection
27. Learning from Complaints and Regulation 17
28. Governance, Trends and CQC Readiness
29. Practical Management Scenarios
30. Key Learning Points
References and Further Reading
Final quiz
Final step0 questions and 100% required to pass and receive the certificate.
