Deal with Comments and Complaints

As a health and social care worker, you have a duty to ensure that every individual knows they have the right to comment or complain about the care or support they receive. When an individual makes a comment or complaint, it’s essential that the process is accessible, respectful and taken seriously. In this regard, feedback should be welcomed. In England, complaints in health and social care are governed by The Local Authority Social Services and NHS Complaints Regulations 2009. This legislation outlines how local authority departments and NHS organisations must handle complaints with fairness, transparency, and proper investigation.

In addition, the NHS Constitution, introduced by the Department of Health, provides a framework of principles and values that guide patient care. It sets out what people can expect when using care services, including their right to be heard when they raise concerns. These standards are supported by your workplace’s local policies, which you must follow carefully. Additionally, most organisations have a formal complaints procedure, and it’s your responsibility to know what that process looks like in your workplace. There may be a specific form to complete, a dedicated person to report to, and a clear timeline for when feedback must be acknowledged or acted on.

First, make sure they understand their right to complain or give feedback. Support them in a way that feels safe and comfortable, that might mean having a quiet and private conversation. Give the individual your full attention. Listen calmly, without judgment or interruption, and show that you take their concerns seriously. Let them know that you may need to pass the information on especially if the issue involves a risk to their safety or the safety of others.

Moreover, offer your support throughout the process, but don’t try to resolve the matter on your own unless that’s part of your role. Instead, explain what will happen next. Let them know who will handle the complaint, what the next steps are, and when they can expect to hear back. Once the conversation is over, report the complaint to your manager and complete any necessary documentation as soon as possible.