Why complaints are a positive for support workers

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.