Business in Focus

Care homes: complaints

Dealing with complaints in the care homes sector

Introduction
Dealing with complaints in the care homes sector
Part 1: Key Principles
Good complaints handling
Part 2: Consumer Law
How consumer law relates to complaints
Part 3: What, where & why
The ‘what, where and why’ of your CHP
Part 4: Internal Complaints
Dealing with complaints internally
Part 5: External Investigations
Escalating complaints to outside bodies
Part 6: Staff Training
Escalating complaints to outside bodies
CMA Final Word
CMA – a final word
Resources and further reading
Resources and further reading