Join us for a practical session exploring how clear, accessible complaints processes and effective signposting can help resolve issues earlier, improve relationships with service users and families, and create opportunities for learning and continuous improvement.
What the Webinar Will Cover:
The session will explore how adult social care providers can deliver fair, transparent and accountable complaints handling aligned with Local Government and Social Care Ombudsman (LGSCO) best practice principles.
Topics will include:
- The key components of an effective complaints process
- Developing clear, accessible and well-communicated procedures
- Responding to complaints in a timely and proportionate way
- Learning from feedback to improve services and outcomes
- Effective and consistent signposting to the Ombudsman
- Creating a positive complaints culture that values openness and reflection
Participants will also be introduced to campaign resources designed to support improvement, including a self-assessment quiz and a practical toolkit to help organisations review and refine their current approach.
Why attend?:
This webinar will help providers become more confident, consistent and proactive in responding to complaints. By strengthening complaints handling approaches, organisations can:
- Build trust and confidence with service users, families and carers
- Improve the quality and transparency of complaint responses
- Encourage early resolution and reduce escalation of concerns
- Support a positive culture where feedback drives learning and improvement
- Strengthen person-centred practice through open communication and accountability
Who should attend:
- Registered managers and senior leaders
- Quality assurance and governance leads
- Complaints handlers and operational managers
- Frontline staff involved in responding to concerns or supporting service improvement
The session is especially relevant for organisations looking to review existing processes, demonstrate accountability, and ensure people who fund their own care understand their rights and how to escalate concerns where necessary.
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