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                          
                                        Citygate

Gallowgate

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.