3.2 Explain the importance of an accessible complaints procedure for reducing the likelihood of abuse.
It is important to have an accessible complaints procedure in order to reduce the likelihood of abuse occurring in a care setting. It is important for individuals to be able to access the complaint procedure easily and it should be available in several formats, for example, large print for individuals with poor eyesight, on a hearing loop and in braille. Perpetrators of abuse are more likely to be caught and punished if there is a straightforward, published complaints procedure.
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Abusers often rely on the knowledge that those they are abusing will be too afraid to complain about them or that they will not know or understand how to complete a complaints form, complain to others or raise the alarm.
A complaints procedure gives people the opportunity to be heard in relation to aspects of their care that they feel are not providing them with sufficient support. Responding to complaints can develop communication channels between the individual and management.
Complaints are likely to bring poor and unsafe practices to the attention of management and highlight the necessity for additional supervision. Steps can then be taken to provide health and social care workers with additional training if necessary.
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