Reviewed: May 2014, May 2015, August 2016, Oct 2017, Dec 2018, August 2019
Next Review Date: August 2021
Reviewed by: PC JL
Date of Approval: 13th August 2019 (JL)
To summarise the procedures to be followed to process complaints regarding any aspect of the service. Foster an open culture where complaints are seen as a way of constantly striving to improve the quality of the service and to ensure that anyone raising a complaint or a concern should find it easy to raise their concern. To comply with the Health & Social Care Act 2008 (Regulated Activities) Regulations 2014. Regulation 16 Receiving and Acting on complaints. The policy is not designed to apportion blame but to ensure that complaints are dealt with properly and that all complaints are taken seriously.
We aim to always ensure that the complaints procedure is properly and effectively implemented and people feel confident their complaints and worries will be listened to and acted upon. The Management and all the Staff at Compton House are committed to providing the highest quality care and services to the people who live here.
Compton House will:
- Ensure that everyone living here is aware of how to complain and who to complain to. Everyone will receive the Complaints Policy
- Ensure that people living here understand how their complaint will be handled and the time frame
- Ensure there is a robust system to respond to, record and review complaints
- Ensure that everyone working at Compton House knows how to respond to receiving a complaint
- Ensure that as a staff team we all learn from any mistakes and this is shared amongst all staff members
- Ensure any feedback, including compliments will be shared with all staff
- Ensure that every complaint is treated in the strictest confidence
- Ensure that any person who would benefit from having the help of an Independent Advocate should have one. We subscribe to Care Aware an independent advice and information service who would advise on advocacy
How to complain:
The home supports the principle that most complaints, if dealt with quickly, early, openly and honestly can usually be resolved between the complainant and the home.
You can make a verbal complaint to the person in charge at the time in the first instance, who will ensure that we will deal with your concerns promptly and will escalate and/or report to more senior staff if necessary in order to resolve the issue.
However if you wish to make a formal complaint, please do so in writing, as soon as possible, as this will enable us to investigate and establish what happened more easily and address the problem/issue promptly.
What we will do:
- Find out what happened and/or what went wrong (investigate)
- Invite you to discuss the problem with those involved, if you would like to do this
- Provide you with a meaningful apology where this is appropriate and act on your concerns whenever this is appropriate
- Identify what we can do to make sure this problem does not happen again and inform you of this
- Ensure all our staff learn from this
- We would aim to respond to a verbal complaint immediately and attempt to resolve it
- The verbal complaint will be reported and recorded in the complaints Log along with actions taken and outcome and must be resolved to the complainants satisfaction
- If a verbal complaint cannot be resolved immediately then it will be acknowledged in writing within 3 working days. This will explain that the complaint will be investigated and a response given within 28 working days
- Written acknowledgement on receipt of a formal complaint will be given in writing within 3 working days. This will explain that the complaint will be investigated and a response given and resolved within 28 working days
- If the complainant is not satisfied with the outcome, then the complainee can ask for this to be reviewed by the Chair of Trustees who will consult with the appropriate Trustees in order to gain a resolution that is to the complainants satisfaction
- Once a complaint has been fully investigated and dealt with by Compton House, if the complainant is still not satisfied with the outcome they will be informed that they can complain to the Local Government Ombudsman (LGO).
All formal complaints will be logged on the internal Complaints Log along with actions taken, outcome and learning points. Any actions required will be implemented without delay and the outcome of the complaint will be shared with all staff
The completed complaints forms and complaints log will be reviewed on a monthly basis by the Registered Manager and on a quarterly basis by an independent senior member of staff not involved in the process for any apparent adverse trends in service quality as part of the Quality Assurance Annual Plan.
Copies of the Care Quality Commission, ‘How to Complain About a Health or Social Care Service’ are always available for individuals, relatives and/or visitors.