Principles and values of health and social care (children and young people) Egwyddorion a gwerthoedd iechyd a gofal cymdeithasol (plant a phobl ifanc)
Supporting children and young people and their families or carers to make complaints or express concerns Cefnogi plant a phobl ifanc a'u teuluoedd neu eu gofalwyr i wneud cwyn neu fynegi pryder

A complaint is an expression of dissatisfaction about employees’ actions, lack of actions or the standard of service provided. A complaint could be one of the following:

• action or lack of action by the organisation affecting a child and young person or group
• an allegation that the organisation has failed to observe proper procedures
• an allegation that there has been an unacceptable delay in dealing with a matter or about how a child and young person has been treated by a member of staff.

Within the health and social care sector a complaint is an expression of dissatisfaction that requires an investigation and a response. Concerns are generally not so accusatory and might suggest how an issue could be improved or resolved.

Ystyr cwyn yw mynegiad o anfodlonrwydd â gweithredoedd neu ddiffyg gweithredu gweithwyr, neu safon y gwasanaeth a ddarparwyd. Gall cwyn ymwneud ag un o'r canlynol:

• gweithred neu ddiffyg gweithredu gan y sefydliad sy'n effeithio ar y plentyn neu berson ifanc neu grŵp
• honiad bod y sefydliad wedi methu â dilyn gweithdrefnau priodol
• honiad bod oedi annerbyniol wedi bod wrth ddelio â mater neu y ffordd y mae plentyn neu berson ifanc wedi cael eu trin gan aelod o staff.

Yn y sector iechyd a gofal cymdeithasol, ystyr cwyn yw mynegiad o anfodlonrwydd y mae angen ymchwilio ac ymateb iddo. Mae pryderon yn llai difrifol ac yn llai cyhuddgar, a gallent awgrymu sut y gellid gwella neu ddatrys mater.

Prevention is most definitely better than cure in relation to complaints and concerns. A well-organised setting with sound and effective procedures in place covering a wide range of service delivery and safety expectations will receive fewer complaints and concerns.

Good communication with children and young people, their families or carers ensure the information they need is available and individuals should be aware that they do have the right to complain as they enter the setting and during their time there.

Policies regarding health and safety and care provision will all help the smooth running of a setting. They will also reduce the likelihood of misunderstandings or dissatisfaction leading to complaints or concerns.

Yn sicr, mae'n well atal cwynion a phryderon cyn iddynt godi yn hytrach na cheisio eu datrys wedyn. Bydd lleoliad trefnus sydd wedi rhoi gweithdrefnau cadarn ac effeithiol ar waith mewn perthynas ag amrywiaeth eang o ddisgwyliadau o ran darparu gwasanaethau a diogelwch yn cael llai o gwynion a phryderon.

Mae cyfathrebu'n dda â phlant a phobl ifanc yn sicrhau bod y wybodaeth sydd ei hangen arnynt ar gael, a dylai unigolion wybod bod ganddynt hawl i gwyno pan fyddant yn mynd i mewn i'r lleoliad ac yn ystod eu cyfnod yno.

Bydd polisïau mewn perthynas ag iechyd a diogelwch a darparu gofal i gyd yn helpu lleoliad i redeg yn esmwyth. Byddant hefyd yn golygu bod achosion o gamddeall neu anfodlonrwydd sy'n arwain at gwynion neu bryderon yn llai tebygol.

Complaints or concerns are to raise dissatisfaction in a service. This will benefit the individual as it may highlight an area that a carer was not aware of and can now make changes to accommodate them.

Reflect upon a time when you complained about a service or product you received.

• How did you go about this?
• What was the outcome?
• Were you happy with the outcome?
• What does this tell us about how to deal with complaints?

Mae cwynion neu bryderon yn codi anfodlonrwydd â gwasanaeth. Bydd hyn o fudd i'r unigolion oherwydd gellir tynnu sylw at rywbeth nad oedd gofalwr yn ymwybodol ohono, er mwyn iddo wneud newidiadau yn unol â hynny.

Meddyliwch am adeg pan wnaethoch chi gwyno am wasanaeth neu gynnyrch a gawsoch.

• Sut gwnaethoch chi hyn?
• Beth oedd y canlyniad?
• Oeddech chi'n hapus â'r canlyniad?
• Beth mae hyn yn ei ddweud wrthym am sut i ymdrin â chwynion?

Support is given to try and resolve complaints and concerns at the earliest stage, this could be by offering advocacy or support to the individual if necessary. They will need to provide, if possible, a clear report of the outcome and information on what to do if the individual is not satisfied with the outcome.

Every individual and their family has the right to complain and to be supported to do so. They should not feel uncomfortable in doing so and this should not impact on the care they receive as a result of raising an issue. Allow time in a confidential area for an individual and/or their family to explain their concern. Write down word for word what the issues is in regard to. Make sure that once this information is forwarded to the relevant person within the organisation, that the complaint or concern is followed up and that all parties are informed of the outcomes.

Rhoddir cymorth er mwyn ceisio datrys cwynion a phryderon cyn gynted â phosibl, a gallai hyn fod drwy gynnig eiriolaeth neu gymorth i'r unigolyn os oes angen. Os oes modd, bydd angen i'r gweithiwr gofal lunio adroddiad clir yn nodi'r canlyniad a gwybodaeth am yr hyn y dylid ei wneud os nad yw'r unigolyn yn fodlon ar y canlyniad.

Mae gan bob unigolyn a'i deulu hawl i gwyno a chael cymorth i wneud hynny. Ni ddylai deimlo'n anghyfforddus wrth wneud hynny ac ni ddylai hyn effeithio ar y gofal a ddarperir iddo yn sgil codi'r mater. Caniatewch amser mewn man cyfrinachol i unigolyn a/neu ei deulu esbonio'r pryder dan sylw. Ysgrifennwch, air am air, yr hyn y mae'r mater yn ymwneud ag ef. Ar ôl i'r wybodaeth hon gael ei hanfon at y person perthnasol yn y sefydliad, sicrhewch fod camau dilynol yn cael eu cymryd mewn perthynas â'r gŵyn neu'r pryder a bod pawb yn cael gwybod beth yw'r canlyniadau.