Qualification: Level 4 Certificate in Principles of Leadership and Management for Adult Care (RQF)
Unit: Unit 7: Outcomes Based Person Centred Practice in Adult Care
Learning outcome: 2 Understand how the leadership of practice achieves positive outcomes for individuals through person centered practice
Assessment criteria: 2.4 Explain the importance of listening to feedback from those who use your service and responding positively
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- Feedback is crucial for the continuous improvement of a care provider’s services
- The feedback of individuals that use care services is particularly important because these are the people that are closest to operational practices and can see first-hand what is working and what is not
- Organisations should regularly request feedback (for example, through client satisfaction questionnaires) as well as respond positively to any informal feedback
- Organisations should appreciate any feedback given (particularly criticisms) because it can help them to improve going forward
- All care organisations must have a transparent and accessible complaints procedure (this is a regulatory requirement) and treat all complaints seriously
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