Where People Come First

CareSolutions

Where people come first

Care Solutions

Where people come first

Complaints procedures

1. Introduction

1. What to do if some one wants to complain

1. What Is the Formal Complaints Procedure?

1. Further information and help

Appendices Include –

• Record of Complaint

• Registration Form

• Registration Form

• Guidelines for Manager

• Guide for service user

1. Introduction

Why does CARE SOLUTIONS have a Complaints Procedure?

We aim to raise standards and improve the quality of our services and recognise that handling complaints quickly and effectively is an integral part of good customer care and also help to review performance and monitor standards. Failure to deal with complaints in a positive and structure way can give a poor impression of CARE SOLUTIONS and can lead to action being taken against us.

These procedures give our service user the confidence that they are being dealt with professionally and competently and that CARE SOLUTIONS is taking their complaint seriously.

Complaints must be registered and dealt with properly to ensure that CARE SOLUTIONS is dealing with representations in a fair and serious manner. Failure to do may leave CARE SOLUTIONS open to criticism by theCareInspectorate.

2. What to do if some one wants to complain

First of all, try to avoid the need for entering into the formal complaints procedure. It certainly won’t be needed in every case and most people with a complaint can be treated in just the way you treat them now, with a sympathetic ear, an offer to find out and hopefully an explanation of why things went wrong if indeed they did.

The formal procedure is there to help you deal with those people who are not satisfied with this.

General guidelines are: deal with complaint on the spot locally and personally if possible which may avoid the need for formal registration.

If you can see that you and the service user are getting nowhere, then it’s time to register the complaint which again, should be handled at manager level.

Complaints which are received will be referred to manager for investigation and to respond direct.

Response times quoted in the procedure are the maximum times allowed and in all cases responses must be sent out as soon as available.

3. What Is the Formal Complaints Procedure?

A manger will be designated as having special responsibility for dealing with complaints. She/he will be able to advise you about the complaints procedure.

The Complaints Register

CARE SOLUTIONS will keep complaints register. The register will be made up of completed complaints forms.

The register will allow for monitoring the progress of any complaint. It will also enable statisitical and other information to be gathered.

The Complaints Form

Verbal/ telephone complaints will not be considered since these then written down by staff can only lead to misunderstandings, confusion, omission and dispute.

If someone insists they cannot complete a form then you should refer them to the manager who will send them a detailed letter setting out your understanding of their complaint and ask them to confirm that it is correct before taking any action. A record of the complaint form can be given and must be completed and signed by the complainant.

When anyone makes a verbal complaint they should be asked to put it in writing. If a complaint comes in writing it must be passed to the manager. If someone complains over the telephone or in person, advise them to submit details in writing to main office.

Acknowledging a complaint

Complaints should be acknowledged in writing by return or at the latest within five days of its receipt.

Responding to the Complaint

The manager is responsible for looking into the complaint and for responding to it. A complainant should be sent a substantive reply within 7 days of receipt, the issue may be a complex one, staff may be on holiday or sick or more than one may be involved. In such cases, a response must be sent it the complainant within 7 days explaining why and when a full reply will be given.

A response from a higher level of management

Complaints are normally delegated to the responsible manager, however when a complainant asks for the issue to be dealt with at a more senior level, or when the complaint is against a member of staff the complaint can be referred to the registered manager. The registered manager will confirm when a complaint has been fully investigated and if the concerns remain then the complainant can be advised to contact:

The Care inspectorate

solway House

dumfries enterprise park

tinwald downs road

Dumfries

DG1 3sj

01387 207195

4. Further information and help

We understand that some people may find it difficult to complain. You may find it hard to explain how you feel but we will try and help you in any way we can. There are several local organisations that may be able to support you with your complaint such as Dumfries and Galloway Citizen Advice Service. If you prefer, you can make a complaint directly to the Care Inspectorate, you do not have to follow our complaints procedure.

Appendix - Record of Complaint

RECORD OF COMPLAINT TO BE COMPLETED BY COMPLAINANT
Full name of complainant ( Mr/Mrs/Miss/Ms)
Address
Postcode Telephone No:
Nature of Complaint(s)- including dates and times of incidents where relevant:
Date Complaint received:
Record of any subsequent stages in the complaints procedure including Appeals and Related Correspondence
Event / Date and Signature
Outcome of Investigation of Complaint
Registration Form
Full name of complainant ( Mr/Mrs/Miss/Ms) / Complaint Identification No
Address
Postcode / Telephone No:
Nature of Complaint(s)
Member of Staff Who Passed Complaint to Manager:
Signature:
I agree that the complaint detailed above is an accurate record
Signed Date
Date of Registration Date Complaint Acknowledged
Record of any subsequent stages in the complaints Procedure including Appeals and Related Correspondence
Event / Date and Signature
Outcome of Investigation of Complaint

Appendix – Guidelines for Manager

Event / Actions of Manager
1. Notice received of complaint /

• Confirm that the situation described meets the criteria for consideration within the procedures and then register the complaint.
• Speak to or send note to manager who will be dealing with the complaint noting the registration, reminding of the requirement to acknowledge the complaint within 5 days, and to provide a substantive response within 28 days, asking for confirmation of these actions in due course.

2. Confirmation of acknowledgement not received within 5 days. /

• Remind manager of requirement to acknowledge.

3. Acknowledgment received /

• Record on register.

4. Substantive response or written explanation not received in 21 days /

• Remind of requirement to respond within 28 days

5. Confirmation of substantive response or written explanation received. /

• Record on register

COMPLAINTS PROCEDURE

To ensure that the service we provide matches your needs and expectations we welcome any comments you wish to make. As one of our clients it is your right to make a complaint at any time. If you wish to complain about the service you receive from us then you should feel no obligation and follow the steps below.

If possible the problem should be discussed with the person providing the service or your care manager who will do his / her best to resolve the problem quickly to your satisfaction.

If you feel unable to discuss the problem with your care manager or you feel they are unable to resolve the problem then you should contact the registered manager below:

If possible at this stage you should record your complaint in writing and send it to the above address. We understand that some people may find it difficult to complain. You may find it hard to explain how you feel but we will try and help you in any way we can. There are several local organisations that may be able to support you with your complaint such as Dumfries and Galloway Citizens Advice Bureau. These and other organizations can be found in your users guide or by contacting CARE SOLUTIONS.

Ifwe receive a written complaint it may take a little while to consider it fully but we will write to you within seven days to acknowledge receipt of your complaints and the steps we are taking to resolve it. To help us deal with your complaint effectively, we need:

What your complaint is about

What happened?

Where it happened

Who was involved?

When it happened

If no immediate solution is found we will investigate the complaint fully, contacting all those concerned. We will then write to you within 28 days with details of our findings and any action we have taken, including proposals to resolve your complaint.

If at this stage you still feel unhappy and feel your complaint has not been resolved to your satisfaction, you have the right to forward the details of your complaint to the

SCOTTISH Inspectorate FOR THE REGULATION OF CARE

Galloway House

The Crichton

Bankend

Dumfries

DG1 4ZZ

01382 207195

This copy will not be amended in the event of changes to policy or procedure. Please ensure that you have the up to date version.

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