Learning outcome 1. Understand the regulatory requirements, codes of
practice andrelevant guidance for managing concerns and complaints
1.1 Identify the regulatory requirements, codes of practice and relevant guidance for
managing concerns and complaints in own area of work
1.2 Analyse how regulatory requirements, codes of practice and relevant guidance for
managing concerns and complaints affect service provision within own area of work
The Government made a commitment in the 2006 White Paper "Our health, our care,
our say" to develop a comprehensive single complaints system across health and social
care by 2009.
'The Local Authority Social Services and National Health Service Complaints
(England) (Amendment) Regulations 2009' came into effect in April 2009. The
regulations created a single approach for dealing with complaints about health services
and social care services. Before that there were two separate complaints systems: one
for health care and one for social care. It helped organisations to deal with complaints
better, in order to make services more effective, personal and safe. The new
complaints approach is structured around three main principles: listening, responding
and improving. In other words, helping organisations to:
• take a more active approach to asking for people's views
• deal with complaints more effectively
• use the information received to learn and improve
The Care Quality Commission, are the independent regulator of all health and social
care services in England and set the national standards which cover all aspects of care.
The CQC set the standgrds called the Essential Standards for Quglity and safety
which all care providers are expected to meet. The standards were set to meet the
requirements of the Health and Social Care Act 2008. The Standards consist of
outcomes and Outcome 17 deals with Complaints.
Outcome 17: Complaints
This is one of the core 16 quality and safety standards
What do the...