Effective Complaint Handling in Social Care (Children): Investigating and resolving complaints
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.
For those receiving and dealing with the earlier stages of complaints the Good complaint handling in social care (children) course is recommended.
What it does
The aim of the course is to help participants to develop their skills in:
- defining and analysing complaints
- planning investigations and making the best use of sources of information
- evaluating information and making sound decisions
- communicating those decisions effectively
- resolving and learning from complaints
- overcoming common problems
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 made for trainer’s travel and expenses. Prices assume you will supply the venue for the course. Full details of venue requirements and of our terms and conditions for supplying training provided on request.
Smaller authorities with fewer than 15 staff to put forward for training may wish to get together with neighbouring authorities to hold a regional LGO training event, and so share the costs.
Date Updated: 20/04/09