LMAC 8D Managing comments, concerns and complaints in adult care

1. Understand the management of comments, concerns and complaints

• 1.1 Analyse links between the management of comments, concerns, complaints, risk management and safeguarding
• 1.2 Summarise regulatory requirements, codes of practice and guidance for managing comments, concerns and complaints
• 1.3 Explain why individuals and others may be reluctant to raise comments or concerns or make complaints
• 1.4 Explore attitudes and approaches that ensure comments, concerns and complaints can prompt continuous improvement of the service

2. Be able to lead practice to listen and respond to and follow through with comments, concerns and complaints

• 2.1 Support team members to understand systems and procedures to ensure that individuals’ and others’ comments, concerns and complaints are listened and responded to
• 2.2 Implement open and transparent systems and procedures that address and respond to comments, concerns and complaints compassionately and within agreed time frames
• 2.3 Ensure information and support is readily available and accessible to individuals and carers who wish to raise comments and concerns and make complaints
• 2.4 Enable, encourage and empower individuals and others to raise and follow up on comments, concerns and complaints
• 2.5 Use feedback from comments and outcomes from investigations into concerns and complaints to drive improvements to the service