What is good practice when handling a complaint? What is the ethical basis of such practice? Fiona Palmer Barnes delineates the basics for putting in place a professional and ethical system of investigation and action.
What is good practice when handling a complaint? What is the ethical basis of such practice? Fiona Palmer Barnes delineates the basics for putting in place a professional and ethical system of investigation and action.
What is good practice when handling a complaint? What is the ethical basis of such practice? This book pays equal attention to both these issues which are at the top of the agenda for psychotherapists and counsellors practising today. It outlines 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; and appeals. The book also includes useful addresses, current codes of ethics from major umbrella organizations, protocols and sample letters.
“It is absolutely clear that this is a supremely useful book.' - Andrew Samuels”
'Discusses ... issues which are high on the agenda for therapists practising today.' - The Therapist
Fiona Palmer Barnes (Author)
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.
This up-to-date and comprehensive handbook guides the reader, step-by-step, through all aspects of complaints and grievance management. It includes useful addresses, current codes of ethics from the major organizations, protocols and sample letters.
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