Module 5 Quiz

For each of the three examples below, describe who you would ask for advice and support in handling comments, concerns and compliments:

• A number of individuals you are supporting believe that someone has been tampering with their medical records
• You have read the complaints procedure but you would like to ask for further guidance on one section
• An individual you support has told you that they wish to make a complaint about the food served at meal times

It is essential to learn from comments and complaints when providing care services. Explain the importance of learning from comments, concerns and compliments in order to improve the quality of service that you provide.

You have a duty of care to respond to events and incidents in an appropriate and agreed way. You will be provided with 4 scenarios, you must:

• Decided whether the scenario is an example of an adverse event, incident, error or near miss 
• Describe how you recognise this as an example of an adverse event, incident, error or near miss
• Explain what you must do and must not do in relation to each example

Example 1: An investigation is started after a number of patients died unexpectedly in care

Example 2: You arrive at an individual’s home to support them with their shopping to find that a colleague has already arrived to undertake this task.

Example 3: When serving lunch, an individual who has a nut allergy was given a peanut butter sandwich by mistake. You notice this just in time to change the sandwich

Example 4: An individual in the bathroom area slips on the wet floor. When investigating you notice that a wet floor sign has not been used.