Why complaints are a positive for support workers

Stonehouse, DP

Abstract

Support workers have a privileged position within the team of
professionals looking after clients. They are the one group of staff
that spends the most quality time with them. They are the ones
delivering the basic fundamental care needs and through this
develop a close professional working relationship with patients
and clients. When things within the delivery of care are not going
quite as they should, it is the support worker who is often the
first member of the team to become aware of this—either by
identifying the problem themselves or being informed of it by
clients. How support workers deal with issues and complaints will
play a major part in how the service is viewed by the client from
then on. Complaints should not be viewed negatively or shied
away from, but seen positively as a way that support workers. All
staff can develop and improve the quality of care delivered.

Citation

Stonehouse, D. (2012). Why complaints are a positive for support workers. British Journal of Healthcare Assistants, 6(1), 39-40. https://doi.org/10.12968/bjha.2012.6.1.39

• Journal Article Type: Article
• Online Publication Date: Aug 16, 2013
• Publication Date: Jan 1, 2012
• Deposit Date: Apr 6, 2018
• Journal: British Journal of Healthcare Assistants
• Print ISSN: 1753-1586
• Electronic ISSN: 2052-4420
• Publisher: MA Healthcare
• Volume: 6
• Issue: 1
• Pages: 39-40
• DOI: https://doi.org/10.12968/bjha.2012.6.1.39
• Publisher URL: http://dx.doi.org/10.12968/bjha.2012.6.1.39
• Related Public URLs: https://www.magonlinelibrary.com/toc/bjha/current