Some Like It Hotter!: Handling Complaints in Residential Care

Synopsis: A video-based pack offering training in examining complaints and the complaining process in residential homes. An audio documentary introduces the procedures to follow and the people to contact when things go wrong. A video drama about an complaining elderly resident of a modern residential home allows the viewer to consider various approaches to problems. The programme aims to stimulate discussion between residents, relatives and advocates, management and staff, about the benefits of open exchange of ideas and conscerns; raise awareness of the right to complain; set the formal complaints procedure in the wider context of seeking to improve the quality of care provided.
Language: English
Country: Great Britain
Medium: Video; Videocassette. VHS. col. 19 min.
Year of production: 1994
Availability: out of distribution
Documentation: Accompanying 50-minute audiocassette, guidance notes and video transcript.
Uses: Residential home staff, management, residents, residents’ relatives and advocates.
Subjects: Social welfare
Keywords: complaints procedures; old people; quality standards; residential homes; social work

Name: Educational Broadcasting Services Trust
Email: support@fenc.org.uk
Web: http://www.fenc.org.uk/ External site opens in new window
Phone: 01553 630828
Address: c/o fenc
The White House
8 Gayton Road
Ashwicken, Kings Lynn
Norfolk
PE32 1LS
Notes: EBST was set up in 1987, to spread specialist learning through broadcast and new media; it’s roots were in BBC and public service broadcasting. Now EBST Online is part of FENC (www.fenc.org.uk).

Name: Pavilion Publishing Ltd
Email: info@pavpub.com
Web: http://www.pavpub.com External site opens in new window
Phone: 01273 623 222
Fax: 0844 880 5062
Address: Richmond House
Richmond Road
Brighton
East Sussex
BN2 3RL
Notes: Print and video/DVD-based training materials on topics in health and social care. Areas covered include learning disability, mental health, young people and children, drugs and alcohol, vulnerable adults, and older people.

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