4.9 Next Steps Clear and complete Reference to the next Limited, inaccurate or reference to the next steps open to the no reference to further steps (internal and complainant (internal steps open to the external) open to the and external) on every complainant complainant on every aspect of their aspect of their complaint is present complaint. Clear within the document indications of where there are no further steps available and why Section 5 Learning Best Practice Good Practice Sub-standard Mark / N/A Comments 1 2 3 5.1 Action taken to Action plan on file. Action Plan on file and Action plan on file but address problems for Evidence of follow-up evidence of action to no follow-up to check the future and prevent and completion (if complete completion OR no possible reoccurrence appropriate). Evidence Action Plan where or escalation of of wider learning. there is indication of problems Evidence of feedback to further action being complainant needed Section 6 File Best Practice Good Practice Sub-standard Mark / N/A Comments Management 1 2 3 6.1 Case File All relevant documents All relevant documents Limited documentation are on file or clearly are on file or clearly on file or referred to. linked directly from the linked directly from the Drafts or personal
4.9 Next Steps Clear and complete reference to the next steps (internal and external) open to the complainant on every aspect of their complaint. Clear indications of where there are no further steps available and why Reference to the next steps open to the complainant (internal and external) on every aspect of their complaint is present within the document Limited, inaccurate or no reference to further steps open to the complainant Section 5 Learning Best Practice 1 Good Practice 2 Sub-standard 3 Mark / N/A Comments 5.1 Action taken to address problems for the future and prevent possible reoccurrence or escalation of problems Action plan on file. Evidence of follow-up and completion (if appropriate). Evidence of wider learning. Evidence of feedback to complainant Action Plan on file and evidence of action to complete Action plan on file but no follow-up to check completion OR no Action Plan where there is indication of further action being needed Section 6 File Management Best Practice 1 Good Practice 2 Sub-standard 3 Mark / N/A Comments 6.1 Case File All relevant documents are on file or clearly linked directly from the All relevant documents are on file or clearly linked directly from the Limited documentation on file or referred to. Drafts or personal
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