It should be simple to raise a concern or complaint.
Good employers will regularly ask individuals and their staff what they think about the care and support which is being delivered.
Every employer must have a procedure in place for raising any concerns or a complaint about abuse.
This must be a simple process that encourages people to raise concerns, however small they might appear to be. Complaints are very important as they often lead to an improvement in the service provided and reduce or remove the likelihood of abuse taking place or repeating.
These are the key principles of a clear complaints procedure:
- Individuals must feel able to challenge poor standards of care. They should know how to complain and feel confident to make a complaint without the fear of reprisal. Information should be straight-forward and available in different, user-friendly formats. These should explain clearly what abuse is and also how to express concern and make a complaint.
- Individuals should be informed that their concern or complaint will be taken seriously, be dealt with independently and that they will be kept involved in the process to the degree that they wish to be.
- Individuals should be reassured that they will receive help and support in taking action.
- Individuals should be advised that they can nominate an advocate or representative to speak and act on their behalf if they wish. If an adult has no appropriate person to support them, and has substantial difficulty in being involved, they must be informed of their right to an independent advocate.
- An open and honest culture can encourage individuals to raise concerns before they come to harm.
- You should do what is appropriate in your role to try to resolve any concerns. If someone is still unhappy you must tell them how to complain
- There should be a recorded process with agreed timescales. You may need to support the individual to make a complaint by explaining the process and supporting them to communicate
- It is really important to make sure the individual’s voice is heard as this is part of developing a way of working that puts the individual at the centre of their care
You need to…
This is a very important part of your role!
If you are unsure you must check with your manager.
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Class Sessions
1- 1. Explain the term “safeguarding adults”
2- 2. Explain your own role and responsibilities in safeguarding individuals
3- 3. List the main types of abuse
4- 4. Describe what constitutes harm
5- 5. Explain why an individual may be vulnerable to harm or abuse
6- 6. Describe what constitutes restrictive practices
7- 7. List the possible indicators of abuse
8- 8. Describe the nature and scope of harm and abuse of adults at risk
9- 9. List a range of factors which have featured in adult abuse and neglect
10- 10. Demonstrate the importance of ensuring individuals are treated with dignity and respect
11- 11. Describe where to get information and advice about your role and responsibilities
12- 12. Describe how care environments can promote or undermine people’s dignity and rights
13- 13. Explain the importance of individualised, person-centred care
14- 14. Explain how to apply the basic principles of helping people to keep themselves safe
15- 15. Explain the local arrangements for implementation of multi-agency Safeguarding Boards
16- 16. List ways in which the likelihood of abuse can be reduced by managing risk
17- 17. Explain how a clear complaints procedure can reduce the likelihood of abuse
18- 18. Explain what to do if abuse of an adult is suspected, including how to raise concerns
19- 19. List relevant legislation, local and national policies and procedures
20- 20. Explain the importance of sharing information with the relevant agencies
21- 21. Describe the actions to take if you experience barriers in alerting or referring