Case Study 2: Responding to a Written Complaint You are working as the Centre Manager of Little.ly, and you are the Nominated Supervisor of the service. The Little.ly service uses an online programming platform to communicate with families and share information and photos. You are checking your emails, and you read the one below. It is from a mother of one of the children in the Valley Oak Room. Dear (your name), I am writing to share my absolute disgust about the fact that my child (name) was photographed picking her nose in a photo sent to all families last night. Now I want to know what on earth went on when the staff chose to share a photo with her in the background, clearly having a private moment. I am embarrassed for her and feel that you have let her down. How dare you! Not only was she in the photo, she was also tagged and named for all parents to know who she is. That's not fair. What are you going to do? I am so ropable I think I might even pull her out of the service. I expect you to respond today. (mum's name) The email was received at 7:00 a.m.; however, you are only just reading it now at 10:00 a.m. This family has been at the service for three years and have not previously complained about anything prior to this. You will need to make some notes before responding via phone and arranging a face-to-face meeting with the mother.

Complete the Quality Improvement Plan Template below with key improvements. Ensure you complete the areas of the template - standards 7.1.1

( National Quality Standard/ Element Issue identified during self- assessment What outcome or goal do we seek? Priority (L/M/H) How will we get this outcome? (Steps) Success measure By when? Progress notes)