Complaints
Procedure
If a service user has a
complaint they should in the first instance talk to their key worker
or a favourite member of staff. If the complaint still cannot
be resolved they should then talk to the service support manager,
Mrs Clare Morris. Any unresolved complaints can be taken to
CQC:
| Name of
Inspector: |
Susan Taylor |
|
Address: |
Care Quality Commission
CitygateGallowgate
Newcastle Upon Tyne
NE1 4PA
|
Tel: 03000 616161
Fax: 03000 616171
Email:
enquiries.southwest@cqc.org.uk
1. IF
A COMPLAINT IS MADE
If
in the event a complaint is made the staff should:
a. Be prepared to listen and act on the views of the
service user.
b. Encourage discussion before the situation presents itself as a
problem.
c. Have an open and positive mind, so that the service
user/family/friends feel at ease about expressing their views on
anything that may
concern them.
2. HOW
TO DEAL WITH A COMPLAINT
All concerns and complaints should be fully and
promptly investigated, and services users must be given the clear
impression that they
are taken seriously. The procedure must
include:
a. A timescale in which to resolve the complaint
(28 days) or sooner if possible. Most minor complaints should
be able to be dealt with
on the spot.
b. Inform the service user of what action will be
taken and when it has been resolved.
c. Complaints must be recorded in the complaint
book stating:
d. Action taken – to be sent to Care
Management/CSCI
e. Any delay in timescale (and reasons why)
f. Outcome of complaint.
3.
GETTING HELP WITH A COMPLAINT
Service users should be able, if they wish, to make a complaint on a
one to one basis with a member of staff of their choice. They
should if they prefer be helped to get in touch with an advocate who
may be a relative, friend or someone from the helpdesk to assist
them in putting their complaint across.
Service users and their advocates must be assured that they will not
be victimised in any way for raising their concerns/complaints.
For the purpose of this document we have used service users but this
procedure is also relevant for services users family/friends.
NB
Service users simplified concerns and complaints can be listened to
on tape/cd and attachments with symbols document available.
