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Unit 16 M4

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The regulatory requirements in relation to managing concerns and complaints from CQC state:
Health and social care act 2008 (regulated activities) regulations 2014:
Regulation 16. – receiving an acting on complaints
 Any complaint received must be investigated and necessary and proportionate action must be taken in response to any failure identified by the complaint or investigation.
 The registered person must establish and operate effectively an accessible system for identifying, receiving, recording, handling and responding to complaints by service users and other persons in relation to the carrying on of the regulated activity.
 The registered person must provide to the Commission, when requested to do so and by no later than 28 days beginning on the day …show more content…
The policy covers 17 points which refer to the guidance of managing complaints and is updated each year to ensure it is suitable to meet the needs of the organisation and individuals who wish to report a concern or complaint, along with the individual who the complaint is made against.
Having good communication with everyone who comes into contact with the services, is a great way of building up a good reputation of being approachable, making it accessible for people to come and speak with management or express to staff any concerns they may have. Individuals will be more likely to enquire into making a complaint if they get have a good working relationship with the management, they will feel more comfortable to speak out if they are aware of the steps taken to resolve the complaint or

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