Dealing with frontline complaints and concerns

This self-assessment helps you reflect on your confidence when dealing with frontline complaints and concerns. It is for workers who may be the first person to hear a concern from a person, family member, visitor, resident, tenant, parent, carer or colleague. It helps identify learning needs and areas to discuss in supervision. It does not confirm competence and does not replace formal training, observation, employer checks, professional judgement or local policy. If you score 1 or 2 on any statement, treat this as a priority learning need. Follow your employer policy and speak with your manager, supervisor or designated lead before handling related tasks independently.