Product Description

This up-to-date and comprehensive handbook guides the reader, step-by-step, through all aspects of complaints and grievance management. Includes useful addresses, current codes of ethics from the major organizations, protocols and sample letters.

Product Details

• Amazon Sales Rank: #1145917 in Books
• Published on: 1998-05-14
• Original language: English
• Number of items: 1
• Binding: Paperback
• 208 pages

Review
It is absolutely clear that this is a supremely useful book.' - Andrew Samuels

From the Back Cover
What is good practice when handling a complaint? What is the ethical basis of such practice? Fiona Palmer-Barnes pays equal attention to both these issues which are essential for psychotherapists and counsellors practising today.
Drawing on her considerable experience of managing complaints for both the British Association for Counselling and the United Kingdom Council for Psychotherapy, she delineates the basics for putting in place a professional and ethical system of investigation and action.
Illustrated by case examples, the handbook covers all aspects of complaints and grievance management:
* competence
* contract
* confidentiality
* mistakes or malpractice
* principles for dealing with complaints
* investigation
* adjudication
* sanctions
* outcomes
* appeals
It includes useful addresses, current codes of ethics from major umbrella organizations, protocols and sample letters.