Unit 519 (01)Complaints

Unit 519 (01)Complaints
Optional Unit Questions
Unit 519 (01)
Develop procedures and practice to respond to concerns and complaints
Assessment Questions
1. Learning Outcomes 1.1 and 1.2
a) Identify the regulatory requirements, codes of practice and relevant guidance for managing
concerns and complaints in your area of work.
b) Analyse how each one affects service provision.
The Local Authority. Social Services and National 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. This helped ... Show more
content on Helpwriting.net ...
Use information about the quality of experiences of people who use services or others acting on
their behalf, the views of staff and the risks they are exposed to , including the outcomes of
comments , complaints and investigations, to understand where improvements are needed.
Outcome 17: Complaints. www.cqc.org
1. Have systems in place to deal with comments and complaints including providing people who use
the service with information about the system.
2. Support people who use services or others acting on their behalf to make comments and
complaints.
3. Consider fully, respond appropriately and resolve where possible any comments and complaints.
You must Ensure:
There are clear procedures followed in practice, monitored and reviewed for receiving handling
considering and responding to comments and complaints and a named contact who is accountable
for doing so.
The complaints process is available, understood and well published, and reflects established
principles of good complaint handling. The process will ensure :
1. That the details of the complaint and the desired outcome have been properly understood.
2. That advice and advocacy support is available to those who wish or need support.

3. That what is required to resolve the complaint and the likely timescale is explained.
4. Investigations are both proportionate and sufficiently thorough.
5. A documented audit trail of the steps taken and the decision
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P1 Unit 7 Complaints
Task 7: Complaints
While part of the QA team in Musgrave I also dealt with complaints. I helped type up the complaint
letters and on two occasions I was able to visit suppliers in order to follow up on complaints.
Working in this section of Quality Assurance was really enjoyable and I learned a lot about
complaints and how Musgrave as a food company deals with them.
Receiving complaints is taken very seriously in Musgrave as they provide a valuable insight into
how the company is doing and helps to identify what they are getting wrong and what they can
improve on. While I was in Musgrave the majority of the complaints I worked on were in relation to
foods being out of date, containing spoilages or foreign bodies.
Musgrave complaints procedure ... Show more content on Helpwriting.net ...
The changes are:
1. Changes in the order of the listing of the nutritional information.
2. Any of the 14 allergens that are on the regulatory list will be emphasised on the label if they are
used as ingredients in a pre–packaged food. Businesses can choose what method they want to use to
highlight these allergens, for example, by listing them in bold, italics, highlighted or underlined, in
order to identify them.
3. Information about allergenic ingredients will be located in a single place, i.e. the ingredients list
on pre–packed food. This means that the voluntary use of the current types of allergy boxes (such
as: 'Contains nuts') that provide a short cut to allergen information also given in the ingredients list,
will no longer be allowed.
4. Currently, loose foods (that can be bought without packaging) for example in supermarkets, delis,
cafes and restaurants; don't have to provide information you need about food allergens. However,
from 13 December 2014, information on any of the 14 allergens used as ingredients will need to be
stated

Whistleblower: Protected Disclosure
Whistleblowers
What is the Whistleblowers Protection Act?
The Whistleblowers Protection Act 2001 ("the Act") supports the Government's commitment to the
principles of open, honest and accountable governance. It is designed to protect the public interest
by: exposing serious public sector wrongdoing; ensuring public organisations are responsible and
accountable; and protecting whistleblowers from detrimental action and protecting their privacy.
How do I become a whistleblower?
A whistleblower is any person who makes an allegation about improper conduct by staff of the
Department of Human Services or the Department of Health ("the departments") or funded agency.
Making a disclosure under the Act can be done either orally or in ... Show more content on
Helpwriting.net ...
What happens once the PDC determines that a protected disclosure has been made?
Once the PDC determines that a 'protected disclosure' has been made, the PDC must assess whether
it also constitutes a 'public interest disclosure.' In order for the PDC to be satisfied that a public
interest disclosure exists, the disclosure must show that a public body or public officer: has engaged,
is engaging or proposes to engage in improper conduct in their capacity as a public officer or public
body; or has taken, is taking or proposes to take detrimental action. If the PDC determines that a
'public interest disclosure' exists, the whistleblower will be notified of the decision and the
disclosure will be referred to the Ombudsman for
How CIIRu handles whistleblower complaints
Whistleblower complaint made
Is it a 'Protected Disclosure' under Part 2 of the Act?
No Yes
Need more information?
If you would like to make a Whistleblower complaint, please contact the Protected Disclosure
Coordinator on: 1300 131 431. Please note: Your call will go through to an automated answering
service and will only be recieved by the Protected Disclosure Coordinator. For further general
information on Whistleblowers consult: Manager CIIRu/Whistleblowers on (03) 9096 7312
Manager Fraud Control/Whistleblowers on (03)

Authority in Portnoy's Complaint by Philip Roth Essay
Aristotle said, "We are what we repeatedly do." In the case of Alexander Portnoy he was doomed to
repeat his mistakes and continue to feel the guilt lain upon him at every turn by his parents, his
lovers and himself. Their overpowering nature kept him a perpetual child and his efforts to seize the
opportunity to be the authority in each relationship left him more frustrated and eager to control the
downward spiral he called life.
At the base of his family was Judaism. Their identity was firmly rooted in their religion. To Alex all
he saw when he looked in the mirror or at other kids, at the furniture in people's homes, the way
they spoke, was Jewish and not Jewish. His facial features and his name became sources of ... Show
more content on Helpwriting.net ...
This confusion led to fear that if his mother found anything slightly out of the ordinary she would
throw him out of the house, no longer calling Alex her son. Secrecy veiled most of his adolescence
because he didn't have the courage to be himself in front of his mother.
Parental styles are also the basis for the child's self–perception. Parents with a high–controlling and
low–responsive pattern are labeled authoritarian. The Portnoy's offered little feedback as to why
they were disappointed in him, leaving Alex more confused when he was relentlessly punished for
letting down his mother. He recognized the severity of his mother's expectations for him. He had
overheard her tell her friends that he "is suddenly such a bad eater I have to stand over him with a
knife." Such an extreme statement justified Alex's decision to keep normal adolescent milestones,
like his fondness for masturbation, away from his mother's judgment. This added to his shame and
he continued to hide his new obsession, making his mother more suspicious. With little
understanding of a child's mind, she unwittingly turned Alex into her greatest nemesis, constantly
battling for control in what could have been a stable relationship.
While his mother laid the groundwork for Alex's dysfunction, his father provided a look at the life
he did not want. He saw that

level 5 Assignment 6
5425
1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing
concerns and complaints in own area of work
The regulations that govern our company are Health and Social Care Act 2008 (Regulated
Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations 2009
which are implemented by CQC. Specifically Regulation 19 of the Health and Social Care Act 2008
(Regulated Activities) Regulations 2010 relates to complaints.
Paramount has a Compliments and Complaints Policy which is updated regularly. We also have
different formats of Compliments and Complaints forms.
1.2 Analyse how regulatory requirements, codes ... Show more content on Helpwriting.net ...
A Representative from the Board of Directors will then deal with the complaint at this stage and will
acknowledge the complaint within 5 working days. A written response will be sent to the
complainant within 28 days addressing any actions that have been taken including any internal
investigations that are deemed necessary. At any stage should a complainant feel they need to
contact an outside body they can contact the Social Worker and or CQC.
An audit trail of documentation and decisions reached are kept on file. As previously stated,
complaints can be made verbally, through sign language or in writing. If complaints are verbal or
through sign language then these conversations are documented in writing so as to provide an audit
trail of complaint.
As previously stated service user, family, social worker, neighbours and anyone else who requires a
copy is given a copy of the complaints procedure. This gives them the timescales and procedure for
making a complaint. It also tells them who will be dealing with the complaint. This will be someone
not involved in the complaint, ie if the complaint is about the Manager then this stage will be
skipped and the Senior Manager will deal with the complaint.
3.1 Promote a person–centred approach to addressing concerns and complaints
Paramount has a person centred approach to concerns and complaints. It supplies complaints forms
in written form, writing with symbols and providing a

Complaint Letter Of Complaint
I wanted to file a complaint about Carlos, a worker at Breadmasters who has shown he is not a good
fit for his job. He has a thirst for drama and I have witnessed his want of instigating problems within
the workplace. On August 16, 2017 I was a victim of his cruelty and rudeness. When we were in a
meeting, he had accused me of using my handphone and not paying attention, which both were
proven as false accusations. As the meeting continued, he had brought up a problem that had nothing
do with me, but I opted to jump into my co workers defense. We had been given permission to bring
in closed water bottles to the workplace and leave them in an isolated corner with the condition that
we will wash our hands every time we had contact with these water bottles. I just wanted to clear the
fact that we were not doing this out of our own rebelliousness like the Carlos made us feel. I politely
wanted to defend our case, he did not want to hear it and shut me up very rudely. I refused to stay
quiet because he had leveled up the situation into a problem I did not want to create and I again
wanted to clear that I had nothing against him, I just wanted to reference the fact that we were given
permission. He continued to tell me to "Be quite." At some point he also accused me of being
"passive agressive" when the whole time I was trying to be respectful and polite, and he was the
raising his voice at me and borderline yelling at me. His voice kept on elevating and I will never
forget that

Writing Complaints Method Torts Essay
To: Teacher
From: , Student Assignment 4
–––––––––––––––––––––––––––––––––––––––––––––––––
Date: February 5, 2014
SUPERIOR COURT OF FREEDONIA, COUNTY OF FREEDONIA __________________
Deidre Jones, Plaintiff, vs. Jack Daniels, Defendant(s). | )))))))))) | Case No.: 123456PLAINTIFF'S
COMPLAINT | Plaintiff, Deidre Jones complaining of the Defendant, alleges that: JURISDICTION
AND PARTIES 1. The court has jurisdiction of this matter based on Rule 1.1 of the Fredonia State
rules of litigation and venue is proper for the County of Freedonia. 2. Plaintiff, ... Show more
As a result of defendant's tortious conduct of battery defined as any intentional, unlawful, and
harmful or offensive contact by one person with the person of the other when defendant yanked
plaintiff's purse off her shoulder and causing offensive contact with the plaintiff. COUNT TWO
(Assault) 12. The plaintiff realleges and incorporates by reference all those facts and allegations
above and further alleges:
As a result of the defendant's action of picking up a rock and throwing the rock at the plaintiff. The
plaintiff saw the rock thrown by the defendant and was able to dodge from being hit by the rock,
thus causing the plaintiff to be in apprehension of being hit by the rock, wherefore the defendant
committed the action of assault defined as an act which causes another person to have apprehension
of imminent harmful contact. COUNT THREE (Trespass to Chattels) 13. The plaintiff realleges and
incorporates by reference all those facts and allegations above and further alleges:
The plaintiff was dispossessed of one purse when defendant yanked the purse from the plaintiff's
shoulder and thus, breaking the shoulder strap of plaintiff's purse. As a result of the

The Regulatory Requirements, Codes Of Practice And Practice
Unit 519 Develop Procedures and Practice to respond to Concerns and Complaints 1.1 Identify the
regulatory requirements, codes of practice and relevant guidance for managing concerns and
complaints in own company. The complaints policy for Affinity Home Care outlines the following
aims:  To resolve concerns / complaints as quickly and effectively as possible, through an informal
response by a frontline member of staff. If this is not possible then through a more formal
investigation and conciliation in an open and non–defensive way.  To ensure that all concerns /
complaints are dealt with in accordance with the procedures.  To ensure that staff, patients and
relatives/carers are aware of the policy and procedures.  To improve quality of service by
identifying lessons learned from complaints and by implementing improvements in the service using
the lessons learnt. As Deputy Manager part of my job role is to ensure our Policies and Procedures
reflect a safe environment for both the client and staff, to enable clients to have the person centred
care that the rightly deserve and as a minimum expect, whilst ensuring that staff are given the
information, training and skills, to support the client in a positive manner, and to ensure they
understand the client's needs. I assisted with the content of our Service User Guide in this pack I
have devised a section which includes a piece about expectations on how complaints will be dealt
with. This reads as the following: 'All

Case Analysis : Indiana Rules Of Trial Procedure
The Question: Has the Plaintiff, Linda D. Daugherty, included the operative facts for cause of action
in her claim against the Defendants, Casual Lifestyles Realty, Inc. and Rauleigh J. Ringer, or has
said Plaintiff insufficiently stated the facts, therefore making indefinite allegations and validating the
move for a more definite statement? Or, is it that, the mechanisms of discovery could be an open
alternative to the Defendants, which would aid in gathering any information needed for the defense
to frame a response to said Plaintiff, therefore invalidating the Motion pursuant to Rule 12(E) of
Indiana Rules of Trial Procedure?
Background: Based on the given complaint, on the 28th of March in 2014 the Plaintiff, Linda D.
Daugherty suffered an injury on the property of Rauleigh J. Ringer at 814 N. Liberty Street,
Alexandria, IN. She is claiming her injury was a result of negligence spawning from the actions, or
lack thereof, by Mr. Ringer and Casual Lifestyles Realty, Inc., in which the connection of these three
parties has not been clarified with certainty within the claim. The Defendants, by counsel, Mark
Maynard, and, pursuant to Rule 12(E) of the Indiana Rules of Trial Procedure, moved for a more
definite statement of the Plaintiff's Complaint. Mark Maynard argues if said Plaintiff could amend
her complaint that is supposedly so vague and ambiguous, the newfound clarity would help the
defense frame a response to said Plaintiff's claim. No other information could be

Essay about Work Within a Legal and Ethical Framework
Work within a legal and ethical framework Task A Question 1 Why is important for a worker in the
csi to follow their job description? It is important for a worker in the community service industry to
follow their job description as it is important that they give a professional standard of the service. It
is also due to confidentiality. Community service workers have duty of care to their clients. Also it is
important they follow their job description because different services may have different policy and
procedures and guidelines that need to be followed accurately so that duty of care is upheld to each
client. Question 2 Define the term policy. A policy is a course of action or guidelines to be followed.
Question 3 Define the ... Show more content on Helpwriting.net ...
Ask Julie if she would like to be referred to AA and counselling to help her with her alcohol abuse
and the domestic violence she experienced whilst she was with bill 2. At the request of the client act
as an advocate and or support for clients accessing referral services and other agencies Call other
services to see which services can help Julie with the support and assistance she and her family
need. 3. Provide outreach services as required Organize for Julie to call St Vincent de Paul and other
organisations that deal with helping people with financial aid so she can get help wit food vouchers,
rent, and power bills (etc.) Question 4 As the worker identify and discuss 2 ethical dilemmas in this
case study. 1. Heavy drinking: with evidence of heavy drinking it automatically puts the kids at risk
of harm especially when Julie is intoxicated who is there to look after the children 2. Domestic
violence: Julie has already left bill ounce for domestic violence and she is now planning to take bill
back which puts the kids at risk of harm with the fighting and violence that bill brings into the home
Question 5 What principles would you need to be aware of when dealing with the ethical dilemmas
in this case study? * Be very clear on the guidelines of your particular profession * Be familiar with
and guided by all relevant standards which further define how legislation is applied. I am a family

The Fine Art Of Complaining Analysis
In "The Fine Art of Complaining" the author takes a problem everyone experiences some time in
their life and implements how to improve among that. Complaining is not necessarily a bad
technique when needed, it uses a way to get something done. Caroline Rego emphasizes on why we
need to know how to complain the right way. She explains that being too passive gives the other
person a way to step around the propositions that are being made, while being too aggressive may
make the other person feel persuaded that they should not do as asked. Complaining to the right
person, and how to complain to them is also important insights. Complaining to a manager is more
effective than complaining to a worker or cashier, and in person sends a stronger message than over
the ... Show more content on Helpwriting.net ...
Thirdly, explain what exactly is expected to be done i.e. any repairs, replacements, or refunds.
Ultimately, always add a postscript at the end, stating again what is expected to be changed with the
problem, and if the problem is not solved, what actions will be taken against them. The information
obtained from the story is very reliable since the author's career is solely to teach people how to
protect themselves against poor–quality consumer affairs, inefficiency, and dealing with dangerous
products. Caroline's story does not give opinions on the things that she states, in fact, she presents
all the facts on how to be better at complaining that anyone could see it as useful, opinionated or
not. The story is very different from the other two in the sense that it is objective. While "What Are
Friends For?" is biased, it has arguments from both sides on good and bad friends. "What Shamu
Taught Me About a Happy Marriage" is definitely biased for the fact that the writer gives no
examples or even any enlightenment in how the training of her husband through techniques for
animals may be a bad

CRIT THINK 3 MTH 410 Quantitative Business Analysis
Sky Hospital Consortium Managerial Report
Bryan Rogel
MTH 410 – Quantitative Business Analysis
Colorado State University – Global Campus
Dr. Jose Romero
February 19, 2015
Sky Hospital Consortium Managerial Report The Sky Hospital Consortium has 40 hospitals in
various parts of the United States. In these hospitals once a patient is discharged they are given a
survey to determine if they are satisfied with the overall service. In this report we will be showing
dissatisfied patients and complaints for the total of discharges to try and help the management staff
try and improve patients overall experience.
1. The probability of a patient responding "Dissatisfied" in each of the three different regions.
In Sky Hospital Consortium there ... Show more content on Helpwriting.net ...
The probability of a patient filing a formal complaint for each hospital.
In this chart below you will see all the patients who have filed a formal complaint broken down by
probability as well as rank per region on which hospital is the best and worst and everywhere in
between.
P(Complaint)
Rank by P(C) 0.01885
11
Regional Hospital
0.00776
2
Bell County
0.05245
16
Danville
0.03239
15
Eden Medical
0.02683
14
Elton

0.01015
6
Farr County
0.00995
5
Fresno
0.01717
10
Glendale
0.01494
8
Heber Valley
0.01047
7
Lakeview
0.00940
3
La Paz
0.00951
4
Main
0.00389
1
Mountain View
0.02421
13
Roosevelt
0.02017
12
Ross General
0.01642
9
Salem
0.01477 South General
Total
0.01478
4 0.01367
3
Adams General
0.00576
1
Columbus
0.00815
2
Mercy Hospital

0.01058
South Point
Total
0.00632
3 0.01573
13
Atlantic
0.02652
16
Branden
0.01777
15
Carson General
0.00782
5
Clifton General
0.06013
20
Columbia
0.00238
1
District Central
0.03013
18
Drexel
0.01589
14
Dubois Regional
0.00926
6
Easton
0.01238
11
Kent
0.01219
10
Lake Shore
0.00712
4
Medina
0.00959
7
Monroe
0.01152

8
Nathan Smith
0.01189
9
O'connor
0.01279
12
Rye
0.02754
17
Southern Ocean
0.03329
19
Trenton
0.00583
2
Spring Harbor
0.01249
Sun Coast
Total
6. The probability of a patient filing a formal complaint given a patient

The Complaints Policy For Affinity Home Care
The complaints policy for Affinity Home Care outlines the following aims:
 To resolve concerns / complaints as quickly and effectively as possible, through an informal
response by a frontline member of staff. If this is not possible then through a more formal
investigation and conciliation in an open and non–defensive way.
 To ensure that all concerns / complaints are dealt with in accordance with the procedures.  To
ensure that staff, patients and relatives/carers are aware of the policy and procedures.  To improve
quality of service by identifying lessons learned from complaints and by implementing
improvements in the service using the lessons learnt.
As Deputy Manager part of my job role is to ensure our Policies and Procedures reflect a safe
environment for both the client and staff, to enable clients to have the person centred care that the
rightly deserve and as a minimum expect, whilst ensuring that staff are given the information,
training and skills, to support the client in a positive manner, and to ensure they understand the
client's needs.
I assisted with the content of our Service User Guide in this pack I have devised a section which
includes a piece about expectations on how complaints will be dealt with. This reads as the
following:
'All oral complaints, no matter how seemingly unimportant, will be taken seriously. Front–line care
staff who receive an oral complaint should seek to solve the problem immediately. If staff cannot
solve the problem

Essay about Civil Complaints Process
Civil Complaints Process
HCS/430
October 10, 2010
Brenda Young Civil Complaints Process
Civil complaints can arise when a patient feels as if they have been mistreated according to the
"standard of care". Some patients have legitimate cases, yet there are other people who are looking
for a possible lawsuit. This paper will explore the process for filing a civil complaint against a
physician. This paper will discuss what patients and consumers will use in the event of suspected
misconduct or possible incompetence. It will also explore the roles of the respective regulatory
agencies in investigating allegations and determining and applying any appropriate disciplinary
actions. It will also identify any potential criminal liability ... Show more content on Helpwriting.net
...
The process in which to file a civil complaint against a physician is to first contact the facility's
medical board. If the complaint is within jurisdiction, within the seven year time frame, and shows
evidence of breach of duty, causation, and harm or injury, the person who complained will receive
an acknowledgement letter advising them that the board has received their complaint and that it will
be forwarded to an analyst for review. If the complaint concerns the care and treatment received,
copies of the medical records will be requested by the analyst and a written summary of their care
from the physician, along with the authorization for release of medical information. The analyst will
contact any subsequent physician(s) listed on the authorization forms. When all requested
documents have been received, the person who complained with received a notice stating that all
their information including the complaint(s) has been sent to medical consultants for review. The
reviews are

Diversity in Law Enforcement: the Report Essay
Written by: Egidio A. Diodati
Managing Diversity: Gender and Other Issues
Case Analysis
Problem Statement
The Everly Police Department is facing a problem in which there is not an policy or procedure in
which complaints from the newly formed Diversity Complaint Bureau can follow to resolve the
complaints that are being submitted.
Analysis
Recently a report was made public by the Minority Police Officers Organization regarding the lack
of diversity within the Everly Police Department. Results detailed the fact the Everly Police
Department is a male dominated and paramilitary force and it has not taken any steps in order to
promote or celebrate it. Numbers show that the majority of all force members are white males, with
... Show more content on Helpwriting.net ...
He gave advice saying 'to be the best at what she did'.
As now the assistant superintendant of police for administration, one of Linda's roles was to manage
the results of the recently released report, paid for by the Minority Police Officers Organization, on
the diversity within the Everly Police Department which came back as quite damaging to the force.
Linda was told that her job was to do the damage control for the results.
Linda was able to relate and react to some of the complaints being issued and brought forward by
fellow department employees as she too has been the subject to gender and sexual harassment in the
workforce and has seen others be subject to the same.
Linda was influenced by her father to succeed and move higher in the force if she wished to do so.
As woman in the male dominated career field she knew it would not be easy and her father was the
one who gave her advice on how to proceed, especially if someone got in her way and told her she
could not do it, or gave her difficultly doing what she has wanted.

Linda knew that even though she was a woman, there was no job within the department that a man
could do better than her. With these thoughts she proceeded to move up and not letting anyone get in
her way.
I believe that the Everly Police Department could have indeed avoided the situation in which they
have now found themselves in. Should the Everly Police

Complaint Letter Of Complaint
I am writing this letter of complaint to make you aware of the continuing noise coming from the unit
directly below mine. Recently I brought this matter to your attention and I appreciate your
cooperation on my choice to transfer to a new unit. However, when I called the office last week to
simply get an apartment number (to reserve a moving company in advance) a representative stated,
"That you had already gave me one apartment and I turned it down". That comment was shocking to
me and my situation. I explained in your office that the building you wanted to move me into was
directly in front of the spot where the non–tenant hides his vehicle. I would be putting myself back
into the hopeless situation I'm in now. That is the only reason I turned the apartment down. Please
understand I have lived here since the day this building opened and aside from the cat urine issue, I
have been a model tenant. When the cleaning crew walked in on me changing clothes– by mistake I
let the matter go, when my apartment became infested with silverfish (coming out of my electrical
sockets and walls– I did not complain, and now that I have a serious situation that is escalating daily,
I came to you for help. I have brought in recordings, displayed text messages of proof (from the
neighbor on the first floor, and the offending neighbors have yet to receive a notice on their door.
Everyone I have shared this matter with is surprised that new tenants can come in and make all kind
of sounds,

Unit 519 Develop Procedures And Practice To 1
18.09.2014
Leigh Bown
Unit 519 – Develop procedures and practice to respond to concerns and complaints. Introductions
 Getting
to know you...
 About
me...
– CQC Inspector (South Central)
– Adults with Learning Disabilities
– Children and Young People
– Occupational Therapy
– Therapeutic Supervisor
 Community and Organisational
Development
 Father and Husband
Important points
 Facilitate
and share vs teach
 Confidentiality
 I dislike power–point
 There will always be something else to do, don't forget yourself.
Objectives of the unit...

Understand the regulatory requirements, codes of practice and relevant guidance for managing
concerns and complaints.


Be able to develop procedures to address concerns and complaints.  ... Show more content on
Helpwriting.net ...
(2) In particular, the registered person must–
(a) bring the complaints system to the attention of service users and persons acting on their behalf in
a suitable manner and format;
(b) provide service users and those acting on their behalf with support to bring a complaint or make
a comment, where such assistance is necessary; (c) ensure that any complaint made is fully
investigated and, so far as reasonably practicable, resolved to the satisfaction of the service user, or
the person acting on the service user's behalf; and
(d) take appropriate steps to coordinate a response to a complaint where that complaint relates to
care or treatment provided to a service user in circumstances where the provision of such care or
treatment has been shared with, or transferred to, others.
(3) The registered person must send to the Commission, when requested to do so, a summary of the–
(a) complaints made pursuant to paragraph (1); and
(b) responses made by the registered person to such complaints.

What does the regulations say? Assessing and monitoring the quality of service
 provision
 10.–(1) The registered person must protect service users, and others who may be at risk, against
the risks of inappropriate or unsafe care and treatment, by means of

Examples Of Complaint Letter About Your Boss
How to Write a Complaint Letter about Your Boss
Though, one might be hoping to avoid this situation, there is no denying this can happen to anyone,
and hence you should know how to write a complaint letter about your boss. Complaint letter about
your boss is a touchy issue and has to be tackled carefully. Only when the situation tends to get out
of control, does one chose to write a complaint letter.
Having put in a lot of hard work, it can be hurtful if you are not appreciated for your efforts. This
can result in a very negative working environment, which is not good for anybody. Tensions with
your boos can also lead to office politics which is not good for anyone. Therefore, this letter is
important as it will help sort out the issue with the superiors in a ... Show more content on
Helpwriting.net ...
Snapper,
I have been a faithful employee in this company for the past four years. My time at the company has
been good one so far, but now a problem has crept up, which threatens to disrupt my otherwise
peaceful time at the company. This letter is regarding the behavior of my immediate head, Mr.
Spencer Gibson. Mr. Gibson is the head at the Marketing Department from the last two months, and
for some reason of his own, he has singled me out to harass.
Ever since, he was transferred from another department to head the marketing division, he has
managed to find some fault with me, even if there are none. I am constantly accused of not
completing my daily work despite me meeting all my daily targets. Many times I have been kept out
of team meetings. The formats for the reports are changed, and Mr. Gibson conveniently forgets to
inform me about it, so that he has another reason to point fingers at me. On the 23rd of July, Mr.
Gibson denied me a leave of two days, despite knowing that my wife was admitted in the hospital. I
did not face any such problems from my previous Head of Department, Mr. Kyle Edwards, who got
promoted to another department. You can even contact Mr. Edwards to check on my

Clackamas Child Service Complaint
The purpose of this letter is to acknowledge that this office has received your two customer service
complaints from the North Clackamas Child Welfare branch of the Department of Human Services.
The first complaint received on July 15, 2015 detailed the difficulty you had in reaching the STARS
team to schedule an assessment because you were provided the incorrect telephone number.
The second complaint, received on July 17, recorded your displeasure that the scheduled visit on
this date was delayed more than five minutes causing you to be late for your school classes. You
described that the Child Welfare program was "nelegense".
We appreciate you taking the time to provide information on barriers that prohibit you from gaining
access to services provided by the Child Welfare program. As a result of being notified that the
STARS telephone number was incorrect, that number has since been corrected.
Child Welfare strives to schedule visits at a time that is logistical feasible for many involved
individuals including the child or infant. ... Show more content on Helpwriting.net ...
The court has made the decision that the Child Welfare program should be given temporary legal
custody of your child. Based on state and federal laws the placement of children is only completed
with considerable evidence that the child is unsafe due to abuse or neglect. The business practices
and decisions made concerning Protective Services are not determined unilaterally but involve many
individuals who evaluate the safety and welfare of children with the objective of keeping them safe
from abuse and neglect. Making decisions in this fashion ensures that impartial, neutral individuals
will facilitate the decision–making rather than one individual. Removing children from their
families can be a traumatic, life changing event and is not done without considerable deliberation
and

Sexual Harassment And A Zero Tolerance Policy
Sexual Harassment Wills Incorporated prohibit sexual harassment and maintains a zero tolerance
policy. Management will discipline and fire anyone found guilty of sexual harassment. Sexual
harassment is any or combination of the following: an objectionable, coercive or lewd comment of a
sexual nature to a person or persons, that is known or unwelcomed; actions or communications with
a sexual connotation that create an intimidating, demeaning, or offensive work environment; an
unwanted sexual request or advance, inappropriate touching, or sexual assault; an implied or
expressed reprisal or threat of reprisal, or denial of opportunity for refusing to comply with a sexual
request; any implied or expressed reward for complying with a sexually oriented advance or request;
displaying pornographic, offensive or derogatory pictures or text; and a reprisal or threat of reprisal
against an individual for any action they take following this policy and its procedures. Possible
Actions of Sexually Harassed Individuals If a Wills Incorporated employee feels that, he or she is
sexually harassed, he or she can talk to Human Resources, the chaplain, an immediate manager, a
supervisor, or the police. These employees are encouraged by the Corporate Headquarters to
maintain records of incidents, including dates, times, places, witnesses, responses of the alleged
harassed and harasser, and any other relevant information. Additionally, employees can attempt to
informally resolve their

Customer Complaints : A Of Life And A Part Of Doing Business
Customer complaints are a fact of life and a part of doing business. You can never make everyone
happy all of the time, but an organisation must have procedures in place based on organisational
policies, legislation and/or codes of practice for processing complaints in an attempt to make the
customer happy. You must be aware of these procedures and follow them. A good organisation does
not hide from complaints, it:
Is open to receiving a complaint
Knows how to deal with a complaint
Is happy to deal with the complaint
Uses complaints as a learning exercise
Follows procedure and works within legislation and codes of practice
A company that hides from a complaint avoids the opportunity to resolve the complaint, which
reduces the ... Show more content on Helpwriting.net ...
Look at alternatives you can offer, use any discretion you have to provide a solution. Give the
customer the range of options available.
Once the customer has chosen an option they are happy with, the next step is to follow up and ask
them if everything is satisfactory. A loyal customer can be gained by simply making sure they feel
like their complaint was dealt with professionally and fairly.
Learning from complaints is critical. Every complaint that the organisation receives is an
opportunity to evaluate and maybe do things better in the future. Good organisational complaint
processes allow the organisation to make positive changes to the way that it does things.
Legislation
Every industry is covered by legislation. They will have their own codes of practice and these are
developed to meet the standards of the legislation. They do have variations, usually in excess of
basic requirements. There is various state and federal legislation governing sales in Australia to
protect the rights of consumers which also imposes conditions on them in terms of their behaviour
and expectations.
Within each industry there may be a particular or special conditions and these should be reflected in
the organisation's procedures.
Customers can return something:
For a refund of the monies paid;
For repair of the goods or replacement of the goods if the goods

Case Study Of Cox's Amended Complaint
On December 27, 2016, Plaintiff filed his Amended Complaint and named Neven, Nash, Pugh, and
Rainone as defendants. Again, Plaintiff never named Cox as a defendant, despite being listed as a
defendant for Count VI. Plaintiff did not serve Neven, Nash, and Pugh until May 10, 2017, which is
134 days from the time the Amended Complaint was filed. Defendants Cox and Rainone have yet to
be served. Plaintiff will not be able to show good cause as to why service was not completed within
120 days. Furthermore, Plaintiff attempted to make a motion to extend time to serve, but Plaintiff
did not file it as required by Eighth Judicial District Court Rules. Plaintiff offered no memorandum
of authority and only stated his reasoning for an extension. Pursuant

The Civil Rights Act Of 1964
Americans and even immigrants are afforded their basic civil rights based on the Civil Rights Act of
1964. The act, which was signed into law on July 2, 1964, declared all discrimination for any reason
based on race, color, religion, sex, or national origin will be deemed illegal in the United States
(National Park Service, n.d.). When the act was enacted, people had to become more open minded;
more accepting to the various cultures and backgrounds of individuals. Understanding that concept
leads to the notion that there is and will be a diverse population within the United States. Diversity,
as defined by the Cambridge dictionary, is the condition or fact of being different or varied
(Cambridge Dictionary, n.d.). Diversity is also ... Show more content on Helpwriting.net ...
Under the guidance of Title VI of the Civil Rights section, FEMA has established policy guidance to
meet Civil Rights mandates (Federal Emergency Management Agency (FEMA), 2015). In the event
of a disaster, whether man–made or natural, staff members of FEMA work closely with community
organizations to resolve tension and eliminate potential complaints of discrimination (Federal
Emergency Management Agency (FEMA), 2015). Every individual will be afforded to the
opportunity to receive care and service, even those with disabilities as this community is overlooked
during emergencies. If staff members violate any section of the Civil Rights section, a formal
complaint can be made through the Office of Equal Rights (OER) to obtain assistance (Federal
Emergency Management Agency (FEMA), 2015).
Complaints of discrimination is a serious matter that should to be managed swiftly on the part of any
agency and in the case of FEMA, this matter is addressed formally by a Civil Rights Specialist. A
Civil Rights Specialist is employed to manage cases of discrimination and investigate the validity of
the complaint. The scope of their position is to process complaints, issue acknowledgements and
acceptance/dismissals, conduct compliance reviews and issue a final decision in regards to the
complaint being filed (Federal Emergency Management Agency (FEMA), 2015). The denial to
programs services, aids, or benefits are prohibited through the program and that is why it is

Customer Complaints At The Hospitality Industry
Abstract
This paper delves into the realm of customer complaints in the Hospitality Industry. Issues that
relate to customer complaints in general, complaining as a process, the impact of customer
complaints, the most common complaints in the Hospitality Industry, hotel brands with the highest
rate of complaints, and handling guest complaints are discussed.
By examining the use of the 'LEARN Model' to settle guest complaints by using the 5 elements of
Listening, Empathy, Apology, Reaction and Notification.
Themes explored include the value of complaining, customer satisfaction, widespread industry
complaints, and tools and methods of resolution.
Conclusions are presented as to the value of the discussed techniques and procedures in ... Show
more content on Helpwriting.net ...
Barlow and Møller claim that complaints are not problems to be avoided but gifts to be welcomed.
They also write that complaints are important for several reasons, including:
You don't know how to improve your product or service if you don't know what's wrong.
Customer complaints can give you ideas for new products and services.
Complaints give you valuable information about what's important to people and what they're willing
to spend money on.
Complaints also tell you that the customer still wants to do business with you –Most customers don't
complain – they just take their business elsewhere, because they've given up hope of getting what
they need from you.
Complaining as a Process:
Landon (1980) also argues that it is extremely useful to study the complaining process and that
companies can benefit greatly from the process of endeavoring to understand the causes, types,
motives, and style of consumer complaining. The author explains that the complaint process
involves the consumer 's evaluation of dissatisfaction and the choice to make the dissatisfaction
known. The interaction between the consumer and the responsible party represents a process of
confrontation and negotiation.
Impact of Customer Complaints:
General knowledge is that customers are more perceptive to losses than gains which means that
worse–than–expected service is more damaging than better–than–expected service is beneficial
(Rust et al. 1999).
As asserted by

Vietjet Aviation Joint Stock Company, Known As Vietjet
Vietjet Aviation Joint Stock Company, known as Vietjet Air, belongs to a biggest private and LCC
low–cost carrier in Vietnam. Over the years its operation it has quickly won passengers' hearts to
become the most favourite airline in Vietnam and in the region (Routesonline, 2017).
Vietjet was also voted as "Vietnam's Most Favourite Airline" by The Vietnam's Economic Times and
the "Best Asian Low Cost Carrier" at the TTG Travel Awards 2015, and for 5 years of taking off and
serving the customers, Vietjet has been honoured with 32 domestic awards and 9 significant
international awards (Vietjetair, 2017).
In February 2017, Vietjet received full membership from the International Air Transportation
Association (IATA), affirming the new–age ... Show more content on Helpwriting.net ...
The agency noted that the delays set off a number of quarrels between customers and low–cost
carriers for failing to provide satisfactory explanations or solutions. At other times, the website
reported, the carriers didn 't make staff available to answer questions.
The carriers were accused of being poor problem solvers, as they usually informed passengers of the
delays or cancellation at the last possible minute, and repeatedly changed flight times.
Many passengers complained to local media about a tendency for local airlines to only inform
passengers of cancellations a couple hours before the scheduled departure time or after they have
waited a couple hours at the airport.
When the carriers sent text messages to passengers about the delays, they did not apologize and
failed to provide an explanation or compensation for the inconvenience.
Worse still, many passengers at the airport were not provided with food while waiting for their
flights to be resumed.
Lack of proper punishments seems to be a problem in the country 's aviation industry, which has
seen sharp increases in the rates of delays and cancellations recently.
Service failure
Service failure and recovery play important roles in determining service quality and customer
satisfaction (Smith & Bolton, 1998). It has also been suggested that

Statutory Frameworks, Code Of Practice And Guidance...
In order to maintain the quality and high customer satisfaction rate in many service provisions,
managing complaint is the essential part which makes no exemption in health and social care
setting. There are many statutory frameworks, code of practice and guidance regulating the service
provision in health and social care setting. The local Authority Social Service and National Health
Service (England) Complains regulation 2009 (amendments) is the statutory regulation provide
guidance on local authority in terms of how to manage complain. The Local authority here refers
local council, and the National Health Service refers national public hospitals in the England. In the
amendments the regulation not only set out frameworks for Pharmaceutical Services, General
Dental Services Contracts and General Medical Services Contracts; and as part of health and social
care setting the independent provider are also included to implement the regulations on how to
handling complaints in their service provision. Furthermore, according to the regulation responsible
body has to have arrangements for the handling and consideration of complaints and to point
responsible person to ensure the effective implement of the regulation in the service provision. As
result of the regulation, big independent organisation like us has to have complaint policy in place to
ensure the service user to raise concerns and complaint and the registered home manager will be the
person to be responsible that all

Questions On The Space Provided Essay
Task 4.
1. In the space provided, you are to provide a step by step process on how to deal with the
complaints;
A.
First of all, I will listen to their complaint and note the main points that they are mentioning,
assessing the situation they are in and is it a valid complaint that can be solved through our systems.
I will not present a challenge to the complaint by adding anything from my thinking. Putting my
emotions aside I will thank the customer for sharing their concerns with me and try to make them
feel less worried so they can explain me In a better way. I will remain flexible in my thinking and
acknowledge everything that they said with light words, such as "I understand", "Alright" to let
them finish the sentence. After they have completed the conversation, I will offer an apology with
the gratitude and following up with their talk I will explain and offer them my action on the conflict,
with the sentences such as "I have noted down your complaint and will thoroughly consider it" etc.
2. why are customer complaints important?
A.
A good and quick customer complaint resolution is good for the business as this will make them
more loyal to the business, and is categorized as a good experience. A failed complaint resolution
will leave the customer dissatisfied with the service and has the potential for cessation of the
business because of the perception that the company doesn't care about them. The customer
complaints are feedbacks and should be logged to see what

Complaint and Children/young People
Outcome 1 – Understand how duty of care contributes to safe practice. 1. Explain what it means to
have a duty of care in own work role.
To have a duty of care in my own work role is to ensure that the young people and other colleagues I
work with are kept safe and free from harm. This is from the basic needs of the young people I
support; to ensuring that they are well provided and looked after, to making sure they have their
medication that they need at the right time and dose etc. For each young person we have at
Amberleigh, they each have their own risk assessment which all staff must follow to ensure that the
young person is kept safe and free from harm. This will also help to protect the workers who work
alongside the young ... Show more content on Helpwriting.net ...
* Hold a relevant safeguarding certificate
2. Describe how to manage risks associated with conflicts or dilemmas between and individual's
rights and the duty of care.
There are many ways to manage risk associated with conflicts and dilemmas: * Allowing the young
people to explore with guidance * Making the young people aware of the potential hazards and
dangers * Staff ignorance
3. Explain where to get additional support and advice about conflicts and dilemmas.
To get additional support and guidance on conflicts and dilemmas would be to talk to my
colleagues, team leader, and line manager or get information from outside agencies or the internet.
Outcome 3 – Know how to respond to complaints. 1. Describe how to respond to complaints.
Children/young people are able to complain to the School if they are unhappy with any aspect of
living at Amberleigh. Any complaint is addressed seriously and without delay. If they wish to do so,
children/young people may direct their complaints to others outside the home;

Complaint : Complaint, And Complain Of Defendants
COMPLAINT COME NOW plaintiff Richard David Lopez by and through undersigned counsel,
and complain of Defendants as follows: PARTIES 1. Plaintiff Richard Lopez is an individual
currently living in Atlanta, Georgia, within the Northern District of California. 2. Defendant City of
San Diego held the swap meet plaintiff was prohibited from attending. Located at 9449 Friars Rd,
San Diego, CA 92108 within the southern district of California. JURISDICTION AND VENUE 3.
Plaintiff Richard Lopez brings this action, on his own behalf. This court has subject matter
jurisdiction over this action pursuant to 28 U.S.C. 1331 for civil actions arising under the
Constitution, laws, or treaties of the United States and 28 U.S.C. 1332 due to a complete diversity of
citizenship between Plaintiff and Defendant and the amount in controversy exceeds $75,000,
exclusive of interest and costs. 4. Venue is proper pursuant to 28 U.S.C 1391 in that substantial part
of the even giving rise to the claim occurred in the Southern District of California. FACTUAL
ALLEGATION 5. Plaintiff Richard Lopez is a private gun dealer from Atlanta, Georgia. 6. Plaintiff
has a vender agreement with City of San Diego for duration of five years form January 2015 to
December 2019 in connection to having a booth in Qualcomm stadium; however one year into the
agreement on January 11th, 2015 he received a letter stating that he can no longer have a booth at
the swap meet due to a gun

Develop Procedures and Practice to respond to Concerns and...
Develop Procedures and Practice to respond to Concerns and Complaints Outcome 1 Understand the
regulatory requirements, codes of practice and relevant 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 home We have to follow many guidelines within my
home. The main ones are as follows: National minimum care standards for children's homes.
OFSTED requirements. Every child matters. Step aside policies and procedures. The complaints
policy for Step aside Care outlines the following aims: To resolve concerns / complaints as quickly
and effectively as possible, through an informal response by a frontline member of ... Show more
It may also identify additional training needs for staff members which weren't previously apparent.
Outcome 2 Be able to develop procedures to address concerns and complaints 2.1 Explain why
individuals might be reluctant to raise concerns and make complaints In a care home setting a
relative may feel like they are putting their loved one (service user) at risk of further maltreatment or
prejudicial treatment if they complain. They might fear that they will be identified as being the one
whom complained and then, as a result, that the young person might be the target of a rebellious
staff members emotional response. Conversely, a lot of relatives see how hard the staff are working
and feel that they don't want to complain because they sympathise with the difficult job that the
carers have to carry out, so they might feel like they are being ungrateful for the care their loved one
receives. A relative might also not be aware that they can complain (although this is in the welcome
back and checked by social services and that it has been given) or might not know what the
expectation are for the care of their loved one. They may assume that what has given them cause for
concern is the norm and that in complaining they will be told 'that is just the way it is'. A relative
might not think their concern or

Essay about Nvq Level 3 Adult Social Care
Understand how duty of care contributes to safe practice. 1. Explain what it means to have a duty of
care in own work role. It is very important as we are responsible for all the members while they are
attending the project and it would not be professional if any of them were to come to any harm. 2.
Explain how duty of care contributes to the safeguarding of protection of individuals. Duty of care is
a requirement to exercise a reasonable degree of attention and caution to avoid negligence which
would lead others to harm. You need to be aware of the surrounds at all time and check if there are
any hazards which could be harmful. 2. Know how to address conflicts or dilemmas that may arise
between an individual's rights and the ... Show more content on Helpwriting.net ...
1.1vi Self neglect This is abuse that an individual does to themselves 1.1vii Neglect by others
Caused by others 2. Identify the signs and/or symptoms associated with each type of abuse. Physical
abuse ❖ Bruises (black eyes) ❖ Broken bones ❖ Open wounds, cuts, punctures ❖ Untreated
injuries ❖ Unexplained injuries ❖ Individual's reporting of been hit, slapped, kicked or mistreated
Sudden change in behaviour Sexual abuse ❖ Bruises ❖ Soreness around the genitals ❖ Pregnancy
❖ Unexplained venereal disease or genital infections ❖ Unexplained vaginal or anal bleeding ❖
Torn, stained or bloody underclothing ❖ An individual's report of being sexually assaulted or raped
Emotional/psychological abuse ❖ Being emotionally upset or agitated ❖ Being extremely
withdrawn – non responsive ❖ Unusual behaviour ❖ Depression ❖ Confusion ❖ Nervousness ❖
An individual's report of being emotionally/psychologically been abused Financial abuse ❖ Sudden
lose in assets ❖ Bills not being paid ❖ Lack of funds on a day to day basis ❖ Insufficient food in
the house ❖ Unusual or inappropriate financial transactions Institutional abuse ❖ Lack of privacy
when personal care being given ❖ Lack of personal clothing or possessions ❖ Lack of a proper
complaints procedure ❖ A history of valid complaints ❖ Poor communication between staff, service
users, managers and visitors ❖ Breaches

What to Do When There Is an Increase in the Number of...
Increase number of customer complaints Four leadership characteristics: Managing complaints is
not an easy task for any manager's list of problems. It's easy to disgrace any work or write
complaints. Some times complaints are small or some are big so manager's need to work with open
mind on solving complaints, because these complaints directly or indirectly going to affect the
reputation of any organization. To solve complaints we need to go in process. Four characteristics
that manager have to keep in mind as leader are– a. Facilitator guide. b. Communication. c. Building
confidence. d. Be optimistic. Facilitator guide: Leader should guide the team what work we have do,
what are our targets and what is the ultimate goal. Workers should be clear with the work they have
allotted and should have profound knowledge to complete that ask if they are not eligible to work
teach then make them understand well ,teach them in classes with best of your knowledge .
Communication: Leader must have good level of connection with worker. To achieve connection
there should be two–way communication between workers and leader, positively exchange their
ideas about good working of organization and reward them with awards for being a good employee.
Building confidence: To get better result from workers leaders should provide them with good
working environment and confidence. Leader should support them, show faith and facilitate them
towards attaining organizational goals

News About Complaint of CafÃ© de Coral
Introduction
Café de Coral is one of the popular restaurants in Hong Kong. However, it also has some customer
complaints. In this report, it will talk about one of the case of it. The contents include the
background of Café de Coral, the causes of the customer complaint, which elements of procedural
and personal sides of customer service were not fulfilled by the concerned service provider. Last one
is what would we do to turn the dissatisfied customers to become satisfied ones, or motivate them to
become loyal customers.
News content In this article, Miss Tse who ordered a hot pot meal in Cafe de Coral. When she got
the meal after twenty minutes, around ten cockroaches run outside from the hot pot. Miss Tse and
her family even ... Show more content on Helpwriting.net ...
Firstly, around ten cockroaches run outside from the hot pot. This cause is reflected this Cafe de
Coral restaurant in North Point is very dirty. Secondly, the manager did not apologize to Miss Tse.
The manager did not respect the customer obviously and Miss Tse so angry about that.
In this case, there are some elements of procedural sides of customer service were not fulfilled by
the concerned service provider.
The element of timeliness was not fulfilled. Miss Tse waited twenty minutes for the meal, also not
many costumers in this restaurant. The service of this restaurant cannot satisfy the customer
expectation. In quick service restaurant, efficient service is essential. Unfortunately, this fast–food
restaurant cannot provide a quick service to Miss Tse. There is no reason that this restaurant provide
the food slowly. Because the staffs were not busy in that time so they should provide the food in
standard time.
The element of anticipation was not fulfilled. Miss Tse felt disgusted after many cockroaches run
outside from the hot pot. The manager should apologize to Miss Tse but he or she did not say that.
The manager did not be one step ahead of Miss Tse's needs because Miss Tse expects that the
manager apologize to her and helped her to move out the hot pot but the manager did not meet her
expectation.
The element of communication was not fulfilled. The manager did not ask Miss Tse some question
and try to improve the service. For example, the

Sexual Assault And Harassment Analysis
When you think of Notre Dame, you think about their quality of education, and how good they are
at sports, but what you don't think about is their huge problem with sexual assault and harassment
problem they have. As of right now Notre Dame has two active sexual assault cases and one that is
resolved, and in 2010 Lizzy Seeberg, a student at nearby Saint Mary's College committed suicide
after reporting that a Notre Dame football player violated her. The fact that Notre Dame is under
federal review shows that the Education Department is investigating many more U.S. colleges and
universities for their handling of sexual harassment than was previously known. The department's
Office of Civil Rights had said previously that it is investigating ... Show more content on
Helpwriting.net ...
In conclusion, Notre Dame is a very popular university with a very popular problem of sexual
harassment and assault. Notre Dame has shown that they do not really take these title xi complains
seriously and have done little to nothing to prevent them from happening in the future. I feel they
need to implement some type of awareness event and get the whole school involved, and they also
need to come up with some very different way of dealing with these title xi complaints so they can
avoid cases like these in the

Duty Of Care Health And Social Care
Unit 1
Principles for implementing duty of care in health, social care or children's and young people's
settings
1 Understand how duty of care contributes to safe practice
(a) What it means to have a duty of care in one's own work role
A duty of care is a legal obligation to all Health and Social carers and professionals who have to act
in the best interests of individuals and others, also not to act or fail to act in a way that results in
harm.
This duty of care can be a general implied minimum standard of care or can be outlined in different
codes of practice or guidelines in various legislation. This duty of care can also be more specific and
defined in specific legislation for example Equality Act 2010 or the ... Show more content on
Helpwriting.net ...
For example there is a set procedure if a person refuses to take their medication and all the steps and
subsequent actions are detailed here to provide additional guidance. Similarly there is a set policy
and procedure for any medication error. The support worker can refer to this document to find out
who to contact, what to do, who to inform and what forms to fill.
If a support worker needs additional or professional advice the Northern Ireland Social Care Council
(NISCC)

Examples Of Non Stop Complaint
Nora Al Ghanim Dr. Looms English 101 19 June 2015 The Non Stop Complain "Please Grandma,
stop complaining about your health, you are just fine!" "No Noura dear, you have to understand that
I am having a bad back pain, I cannot walk because my legs hurt, my eyes are weak, and I cannot
hear properly." "How many times do I have to convince you, that you are healthy?" "Can you please
let it go?" I said. "Every Monday night when you visit us, you always complain how bad your health
is." I added. "Noura, listen to her problems gently; she hardly expresses how she feels to anyone,"
father said, to calm me down. This is the usual argument that takes place in my house, every
Monday when my step grandma "Wadha Al Bahar" visits us. She is eighty–two years old, and when
she comes over it is a good reason for me to listen to her complaints; however, I can't take her usual
complaints anymore. ... Show more content on Helpwriting.net ...
Enough is enough, these gatherings are meant for family reunions and fun time; however, she has
become a party spoiler where we have to suffer listening to the same thing again and again. My step
Grandmother Wadha is a sweet person and I love her a lot. She brings a lot of presents for me. She is
my grandfather's second wife, and she adores me more than my other siblings. However, these
gatherings are making me upset, as I am forced to sit and listen to her. "Noura, would you like to
hear about the problem that I had with my eyes last night? It was horrible and I felt so helpless." said
my step grandma. "Aw poor you, did you hear

Deal with Conflict Situation Assignment Essay
METROPOLITAN SOUTH INSTITUTE OF TAFE
SITXCOM003A: Deal with conflict situations
ASSIGNMENT
Student name:
Student number:
❖ Question1:
Outline a 6 point Complaint handling strategy for a 100 seat upmarket restaurant. Explain each
strategy in detail.
SOLUTION:
With an upmarket restaurant, we need to offer a very high standard in customer service. When
running a business, complaint can not be avoidable as it can happen at any time. Therefore, we need
to have an appropriate complaint handling strategy ready when any problem arises. The following 6
points are the general action for any complaints from customer:
1) Listen to the complaint & acknowledge the problem
Listening is a first very important thing ... Show more content on Helpwriting.net ...
Later, after the driver pick up the customer, I will call again to ask about his status. If he say ok &
feel comfortable, I will say sorry again & see him at the airport. If he is angry & is not satisfied with
the situation, I will say the hotel will make a compensation for him later.
2) Example 2
I am working as a waiter at a restaurant, a customer required not having meat in salad but the salad
she got has some pieces of chicken in there. She gestured to me to come to her & complained about
that.
SOLUTION:

Firstly, after getting the complaint from the customer, I shall say sorry to her. Then, telling her that it
maybe a mistake of the kitchen & empathise that the vegetarian prefer vegetables than meat. Next, I
will tell her to stay for a moment to change another salad for her. Immediately, I will go to the
kitchen & tell to the chef to get another one instantly. Once the new salad is ready, I will bring to her
the new dish in person. I will not give the task to anyone else, because, it show that I implement the
job which I am responsible for. Then, I shall ask the customer what else I can help her more. If she
say all right & enjoy the food, I will say sorry the final time. If she is not really happy, I can offer
her 50% discount for coffee.
3) Example 3
As a tour guide, I am responsible for a group of tourists at an international airport to go home after a
long trip around Vietnam. A tourist complaint

Brads Motion to Dismiss
Relevant Facts
Richard, a resident of Raleigh, NC, files a lawsuit against Brad, who lives in Durham, NC. Richard
files his action in North Carolina state trial court.
"The Plaintiff alleges:
1. On or about April 5, 2013, Brad walked into Richard's office and there illegally and feloniously
assaulted and battered Richard, thereby causing to Richard great pain and suffering.
2. On or about April 5, 2013, Brad caused Richard to be unlawfully confined in a bound area,
causing great physical and emotional suffering on the part of Richard.
3. As a proximate result of Brad's wrongful and unlawful conduct, Richard suffered physical and
emotional injuries worth the sum of $200,000.
Wherefore, Plaintiff demands that Brad be forced to pay ... Show more content on Helpwriting.net ...
Gen. Stat. § 1A–1, Rule 12.
The above statue is affirmed in Sutton v. Duke, 277 N.C. 9, 102 (N.C. 1970), "Where the court
established the sufficiency of "notice pleading." This type of pleading provides "a statement of a
claim is adequate if it gives sufficient notice of the claim asserted "to enable the adverse party to
answer and prepare for trial, to allow for the application of the doctrine of res judicata, and to show
the type of case brought'
Further defining what is required for a complaint to be sufficient, Sutton establishes that, "detailed
fact–pleading is no longer required. A pleading complies with the rule if it gives sufficient notice of
the events or transactions which produced the claim to enable the adverse party to understand the
nature of it and the basis for it." Id. at 104. The court provided the rational for only requiring such
notice by indicating how the "opportunity for discovery and the other pretrial procedures established
by the Rules to disclose more precisely the basis of both claim and defense and to define more
narrowly the disputed facts and issues." Id. at 102.
In addition, Buchanan v. Hunter Douglas, Inc., 87 N.C. App. 84, 88 (1987) affirms , "The
requirements of N.C.R. Civ. P. 8(a) are met when a pleading "gives sufficient notice of the events, or
transactions which produced the claim to enable the adverse party to understand the nature of it and
the basis for it," The court further affirmed the

Unit 304
UNIT 304 – PRINCIPLES FOR IMPLEMENTING DUTY OF CARE 1.1 Within my job I have a
duty of care towards all of the children and young people. This is a requirement to exercise
reasonable care, attention and caution to avoid negligence which would lead to the harm of others. I
have to make sure that I keep these children and young people safe at all times giving extra attention
towards the younger more venerable children and ensure they are safe throughout. We protect them
not only from physical harm but also emotional and sexual harm. It is guarding the rights of a child
as they have the right to independence and be treated with respect and dignity. This extends to
respecting the rights, cultural beliefs and values of the parents and family. ... Show more content on
Helpwriting.net ...
Another dilemma would be when to break confidentiality and share information. If you have any
concerns about a child or feel they are at risk you need to share them and report it, it is always better
to be safe than sorry. Other dilemmas could be:– Staff falling out, Break confidentiality, Swearing
and behaviour, Absent staff members, Lack of team work. 2.2 If individuals insist on doing
something that you disagree with, you can only advise and encourage them. You cannot force them
to do anything. Example of potential conflict or dilemma: A child wants to go outside, but it is
raining and cold outside How to manage the risk I would insist that the child wears a coat and
suitable clothing/footwear, and shorten the length of time they are outside for. Example of potential
conflict or dilemma: A child refuses to eat school food How to manage the risk I would tell the child
how important it is to have a healthy, balanced diet and record all information in their welfare plans
then pass on the information to the relevant people. 2.3 There many different places you can gain
support and advice outside your setting for example health visiting, social service, child protection,
police, fire safety officer, Ofsted, and the internet. Within the setting you can ask for support and
advice from the

Unit 519 (01)Complaints

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