There are many procedures in place that have been developed to enable health and social care providers and services. In my work environment we follow both operational and local policies and procedures to ensure we meet our regulatory requirements as a registered care home. Below I have highlighted the regulatory requirements that I have implemented in my work context. The following information is included in the induction pack used to welcome people to the service: “If you are unhappy with the care and treatment you have received, you have the right to do so; make a complaint, have the complaint investigated; and receive a full response and timely. Say no to plagiarism. Get a tailor-made essay on "Why violent video games should not be banned" Get an original essay The law states that all health and social care services must have a procedure to deal with complaints efficiently. In the customer feedback policy which outlines how we receive and respond to complaints there is a flowchart which provides precise information on what the process entails and when each stage of the process will be completed in our response Upon receipt of a complaint a copy of the flowchart will be included. A copy of the complaints procedure is available from members of staff upon request or is accessible in the common room. This is also discussed, as previously stated, regularly in service user meetings to encourage people to be more forthcoming with their concerns or complaints. A complaint can be made by numerous means, such as email, telephone, letter or in person. If a complaint is received by telephone, a transcript of the complaint will be made available to the complainant. Please note: this is just an example. Get a custom paper from our expert writers now. Get a Custom Essay When dealing with complaints it is good practice to have a note taker take notes during any meeting to ensure the accuracy of the records. This is also important to ensure that both you and the complainant have a clear understanding of what has been said and what needs to be addressed. We recognize that making a complaint can be difficult and stressful, so we inform people of their right to support through an advocate or someone they feel comfortable with. One of the most important things for me as a registered manager is that service users and their families are not afraid to approach me or raise their concerns with me. It is equally important that service users feel at home and comfortable with the service as if they do not, we will not achieve our standards of care.