3.3 Deal with 3.3a Demonstrate how to The assessment must comments respond to comments and be observed in the and complaints in line with workplace as part of the complaints legislation and agreed ways normal work duties. of working The opportunity to demonstrate this during the induction period may not arise. Therefore the use of simulation / role play using scenarios is permitted 3.3b Describe who to ask Assessed by any of the for advice and support in following methods: handling comments and - 1:1 discussion complaints - Group work - Written 3.3c Explain the importance Assessed by any of the of learning from comments following methods: and complaints to improve - 1:1 discussion the quality of service - Group work - Written 3.4 Deal with 3.4a Describe how to Assessed by any of the Incidents, recognise adverse events, following methods: errors and incidents, errors and near - 1:1 discussion near misses misses - Group work - Written 3.4b Explain what they must Assessed by any of the and must not do in relation following methods: to adverse events, - 1:1 discussion incidents, errors and near - Group work misses - Written 3.4c List the legislation and Assessed by any of the agreed ways of working in following methods: relation to reporting any - 1:1 discussion adverse events, incidents, - Group work errors and near misses - Written 3.5 Deal with 3.5a List the factors and Assessed by any of the difficult situations that may following methods: and cause confrontation - 1:1 discussion difficult - Group work situations - Written 3.5b Describe how Assessed by any of the communication can be used following methods: to solve problems and - 1:1 discussion reduce the likelihood or - Group work impact of confrontation - Written 3.5c Describe how to Assessed by any of the assess and reduce risks in following methods: confrontational situations - 1:1 discussion - Group work - Written
3.3 Deal with comments and complaints 3.3a Demonstrate how to respond to comments and complaints in line with legislation and agreed ways of working The assessment must be observed in the workplace as part of the normal work duties. The opportunity to demonstrate this during the induction period may not arise. Therefore the use of simulation / role play using scenarios is permitted 3.3b Describe who to ask for advice and support in handling comments and complaints Assessed by any of the following methods: - 1:1 discussion - Group work - Written 3.3c Explain the importance of learning from comments and complaints to improve the quality of service Assessed by any of the following methods: - 1:1 discussion - Group work - Written 3.4 Deal with Incidents, errors and near misses 3.4a Describe how to recognise adverse events, incidents, errors and near misses Assessed by any of the following methods: - 1:1 discussion - Group work - Written 3.4b Explain what they must and must not do in relation to adverse events, incidents, errors and near misses Assessed by any of the following methods: - 1:1 discussion - Group work - Written 3.4c List the legislation and agreed ways of working in relation to reporting any adverse events, incidents, errors and near misses Assessed by any of the following methods: - 1:1 discussion - Group work - Written 3.5 Deal with and difficult situations 3.5a List the factors and difficult situations that may cause confrontation Assessed by any of the following methods: - 1:1 discussion - Group work - Written 3.5b Describe how communication can be used to solve problems and reduce the likelihood or impact of confrontation Assessed by any of the following methods: - 1:1 discussion - Group work - Written 3.5c Describe how to assess and reduce risks in confrontational situations Assessed by any of the following methods: - 1:1 discussion - Group work - Written
CCF%20Standard%203.docx