Explain the main points of agreed procedures for handling complaints

Complaint and compliment is vital part of any business ethics. It is also a way to know how your business is perceived by customers and what more needs to be done to improve the business operation. Main points of agreed procedures for handling complaints are explained in below -

Handling informal complaint: An informal complaint can be verbal or non-verbal. It can be dealt with formally or informally depending on severity of issue.

Handling formal complaint: Formal complaint must be submitted in written format with complainant’s name, contact details, signed and dated.

Acknowledgement Letter: Acknowledgement letter must be issued upon receiving any formal complaint.

Time-frame: Complaint must be dealt within 14 working days. Seek advice from our complaint helpline.

Decision Letter: Decision letter must explain our appeal procedures including Directorial review.

By Md Foisal Miah Talukdar

Describe how to manage risks associated with conflicts or dilemmas between an individual’s right and the duty of care

It is a crucial part of this job role, to face dilemma regarding the balance between duty of care and an individual’s right. An individual’s choice and independence may clash with the choice and independence of others. An individual’s choice may pose risks or potential risks to themselves and others. In these situations, you may have a great deal of dilemmas to overcome. Using your best judgement, you must have to act upon individual’s best interests. You may not be in a position to take best interests decision, but you may involve sharing your concerns and dilemmas with manager or other professionals who will be taking individual’s best interest’s decision. If you do not share your concerns with responsible professionals, then individual may suffer significant harm, or put them at risk for the lack of sufficient vital information while they are making individual’s best interest’s decision.

Example: Mr X, who is suffering from dementia and very disoriented, living in a residential care home. He very often tries to escape the building to go out himself as part of his rights of free movement. By knowing that he is not capable to do so safely because of his current diagnosis, I would have to propose alternative which is least restrictive and safe for him to enjoy outdoors.  

By Md Foisal Miah Talukdar

Explain what it means to have a duty of care in own work role

‘Duty of care’ is a legal obligation of your role within the organisation you are working for. It means you have been appointed to carry out your duties in accordance with policies and procedures and national care standard framework, by safeguarding individuals, enabling their choices and managing risks.

Duty of care informs us how to carry out our duties according to all policies and procedures that serves to individual’s best interest. Having duty of care in our own work role, helps us to protect individual service user as well as ourselves from harm and abuse. The organisation also has a duty of care to ensure all legislations are in practice and care standards are maintained.

By Md Foisal Miah Talukdar