Advanced course - Concerns and complaint management for care home Managers and Directors

By the end of the course, you will get an in-depth understanding of how to manage complaints and concerns in care homes. 

Inadequate management of the complaints and concerns will result in wasting money, resources and time unnecessarily. This in-depth training is structured in line with the CQC requirement of Regulation 16 useful for both new and experienced managers. 

Course Content:

1. Lesson 1 - Introduction
2. Lesson 2 - Responsive 2 - Rating characteristics
3. Lesson 3 - Type of complainers
4. Lesson 4 - Good and Outstanding rating
5. Lesson 5 - Making complaints policy accessible
6. Lesson 6 - Stages of complaint management
7. Lesson 7 - MCA implications
8. Lesson 8 - Stage 2 - Complaint management
9. Lesson 9 - Mediation
10. Lesson 10 - Common type of complaints
11. Lesson 11 - The role of the social care ombudsman
12. Lesson 12 - Protecting consumer rights
13. Lesson 13 - Training requirement
14. Lesson 14 - Applicable CQC regulations
15. Lesson 15 - Quality improvement plan and useful templates

Course instructor: Issac Theophilos

Background: Issac Theophilos is a care home consultant, who specialises in CQC compliance. Issac is an ex-manager of a CQC five-star rated care home and author of the best-selling book How to get outstanding: An ultimate guide for care homes.

Please note that once purchased, it will take up to 12 hours to get login access.