As discussed in previous episodes, ongoing communication and feedback are essential for building trusting relationships and a positive partnership of care.

Positive feedback is great but when the experience of a resident or relative is less than expected or desired, it is important to know how to do this in a constructive way.

We discuss the way that complaints are dealt with in places with good practice and what options are available when these may not be resolved in a timely manner.

We also explain the concepts of safeguarding, abuse, and neglect in a care home setting and the responsibilities that various agencies hold, regarding reporting and resolving such concerns.