describe how to respond to complaints in health and social care
Complaints should be used to inform and improve. Where something has gone wrong or fallen below standard the organisation has the opportunity to improve and avoid a recurrence. [ By making sure that lessons from complaints are taken on board and followed up appropriately, services and performance can be greatly improved for the future. Complaints Managers should involve the complainant from
the outset and seek to determine what they are hoping to achieve from the process. Throughout the process, the Complaints Manager should assess what further action might best resolve the complaint and at each stage keep the complainant informed. ]
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