1) You are unhappy with the quality of care a family member is receiving at the care home they are a resident. It is the first time you need to raise a concern, who would you contact? a) The police b) The care home c) The local authority d) The Care Quality Commission 2) Who should investigate a complaint? a) The senior manager of the organisation b) Human Resources department c) The person who the complaint is about d) A person of appropriate standing and not directly involved in the complaint 3) Who monitors complaints and standards in England? a) The Care Quality Commission (CQC) b) The Care Inspectorate c) The Regulation and Quality Improvement Agency 4) Every complaint has to be investigated, even those made by time wasters or that are clearly not legitimate a) True b) False 5) The person who has made the complaint should be told of the outcome a) True b) Flase 6) You are a nurse and have been asked by a patient how to make a complaint. You are not sure of the process, what do you do? a) suggest the patient google search how to make a complaint b) write down the complaint and explain you will pass it on c) Refer the patient onto someone else such as a manager or a senior carer 7) If a patient dies as a result of abuse or deliberate neglect by a care worker, legal proceedings can result in a) Murder charge b) A fine c) A manslaughter charge 8) In a clinical negligence claim, a court can a) Discipline the person responsible for the negligence b) Force a healthcare service to change the way it works c) Make a healthcare practitioner apologise d) Decide the amount of compensation if a patient wins their case 9) An error made in surgery is what? a) Clinical negligence b) Criminal act 10) A service user not being aware of the risks involved in a particular treatment is what? a) Clinical negligence b) Criminal act

Complaints Procedure Quiz

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