CU2946 – Develop Procedures and Practice to respond to concerns and complaints

1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own area of work.

National Minimum Standards:
Standard 1 – The Childs wishes and feelings and the views of those significant to them
Standard 4 Safeguarding Children
Standard 20 – Handling allegations an suspicions of harm
Standard 21 – Managing effectively and efficiently and monitoring the home

Regulations (Children’s Homes Regulations 2003)
Regulations 11 – promotion of welfare
Regulations 15 – Contact and access to communications
Regulations 16 – arrangements for the protection of Children.

Northern Care’s Policies and Procedures
Children’s Complaints and Representations
Reporting Concerns of Abuse Procedure
Whistleblowing / Confidential Reporting Procedure
Allegations against staff (Part 1) Procedure
Non statutory complaints procedure for persons not employed by Northerncare

1.2 Analyse how regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints affect service provision in own area of work.

Clear guidance and regulations set out how complaints should be dealt with, these are initially found within the Children’s homes regulations, Children’s Act and National minimum standard. From this the company has created a policy and procedure which outlines how concerns and complaints should be managed within the home. All young people, professionals and families are given information on how concerns and complaints will be managed which provides confidence that we will attempt to resolve complaints in the correct manner when they are initially raised. It also assures them that should they feel we have not done this there are alternative ways that complaints can be raised, both internal and external to the company. AS the companies policy and procedure is written in line with regulatory requirements it means that each complaint is dealt with in the same way and there are clear standards for the investigators of a complaint to follow. A complainant can feel secure in the knowledge that, in line with guidance, they will not be unnecessarily discriminated against for the fact they have complained and they have clear rights which protect them from any rebuttal.

2.1 Explain why individuals may be reluctant to raise concerns and make complaints
In a residential setting a young person may feel like they are putting themselves at risk of further maltreatment or prejudicial treatment if they complain. They might fear that they will be identified as being the one whom complained and then, as a result, that the young person might be the target of a rebellious staff members emotional response..
A parent or carer might also not be aware that they can complain or might not know what the expectations are for the care of the young people. This may be because the young person is subject to a full care order, and they feel that as they do not have parental responsibility they do don’t have the right to complain. They may assume that what has given them cause for concern is the norm and that in complaining they will be told ‘that is expected care for a residential home’. A relative might not think their concern or complaint will be taken seriously or be dealt with professionally, they might have little faith in the management of a home or think that they will be alienated as a result of complaining.
Young people may have a history of false allegations against professionals/ staff members and feel that if they but a further allegation this may be dismissed/ not believed due to their history.

Staff may be unwilling to make a complaint due to the behaviour they wish to complain about being perceived as the culture of the home, to complain about practice may lead them to feel that they will be isolated from the staff group and at risk of repercussions, bullying, not being supported on shift,