Effective Complaint Handling in Social Care (Children): Investigating and resolving complaints

• What it is
• Who it is for
• What it does
• How it is done
• Prices

What it is

A one-day skills course on investigating complaints in social care developed and delivered by experienced LGO investigators. Participants can draw on a fund of knowledge gained from our experience of over three decades of complaints investigation. The course presenter will be familiar with the complaints regulations and with the authority’s complaints procedure.

Who it is for

For social care complaints officers, social care managers and other senior officers who investigate complaints at stage two of the statutory complaints procedures, and for independent persons and independent investigators.

What it does

By the end of the course learners will be able to:

• list five things that are important to people when they complain;
• describe the complaint handling process;
• accurately identify, define and summarise complaints;
• list five sources of evidence;
• investigate a complaint and reach evidence based conclusions;
• identify appropriate and proportionate remedies for injustice;
• write a comprehensive decision letter/report;
• explain how complaints can be used to drive service improvements.

How it is done

The course is interactive using a variety of activities and materials including:

• participants’ experience of making complaints and our experience of what can go wrong
• research findings on what contributes to customer satisfaction and trust in service providers
• a troubleshooting exercise to consider the problems staff encounter and possible solutions

Participants work on a social care case study. Using their expertise and drawing on the experience of the investigator, they define, investigate and reach a conclusion on a complaint. The presenter explains the principles applied by the LGO for resolving complaints and this is applied to the case study.

The presenter offers guidance and insight throughout the day on applying the LGO’s principles of good practice in investigating complaints.

Prices

One-day course for a group of up to 15, with one presenter:    £1,025 from April 2009

No extra charge is made for trainer’s travel and expenses. Prices assume you will supply the venue, lunch and refreshments for the course.

Authorities with fewer than 15 staff to put forward for training may want to get together with neighbouring authorities to hold a regional LGO training event, and so share the costs.

Date Updated: 16/05/13