Unit 16: Managing Concerns and Complaints in Adult Care

This unit is part of the Level 4 Certificate in Principles of Leadership and Management for Adult Care (RQF) and has the following learning outcomes and assessment criteria:

1. 1 Understand the management of concerns and complaints
   1. 1.1 Analyse the links between the management of concerns/complaints, risk management and safeguarding
   2. 1.2 Explain regulatory requirements, codes of practice and guidance for managing concerns and complaints
   3. 1.3 Explain why those using services may be reluctant to raise concerns or make complaints and illustrate ways to support them to do so
   4. 1.4 Explain systems and their relevant practices that help to ensure concerns and complaints are addressed affectively
   5. 1.5 Describe the potential impact of failing to work with systems that ensure concerns and complaints are addressed effectively.
   6. 1.6 Explain the manager’s role in supporting team members to deal with concerns and complaints