QM2 External Complaints, Suggestions and Compliments Policy and Procedure
Purpose
- Complaints and suggestions from all persons or groups using or working with the company are a valued source of information regarding the quality of our service, and are a primary source of information regarding possible abuse. The purpose of this policy is to ensure that all complaints, suggestions and compliments are delt with in a uniform way and a timely manner.
Scope
- All persons or groups using or working with the company, (excluding ACFL employees who must refer to QQ4 Complaints, Suggestions and Compliments Policy and Procedure).
Policy
- Complaints and suggestions will be handled in such a way as to first of all reach a satisfactory outcome with the complainant, and to turn a potentially difficult and damaging problem into a source of quality improvement.
- Recording of complaints will not be confined to “serious” or “substantial” complaints. The existence of records of an apparently minor nature is an indication of the effectiveness of the procedure, the openness of the culture of A Chance for Life and its employees, and their vigilance in the area of abuse.
- Complaints will be recorded in order to identify any pattern of complaint relating to an individual and/or service, in order to inform the support planning process.
- Complaints will be recorded centrally in order to identify any pattern of complaint relating to all or a group of Service Users. This record will contain minor complaints in addition to serious complaints, and will be accessible to all staff for them to make appropriate entries in a timely fashion. The central information will be regularly reviewed and summarised. The summary will be regularly considered by the Management Meeting.
- Compliments will be recorded centrally and also on the personnel file of any member of staff individually complimented
- Employees who are the subject of a complaint should not communicate directly with the complainant unless accompanied by a senior member of staff, unless requested directly to do so by the complainant.
- Where the complaint gives rise to concerns regarding the wellbeing of one or more Service Users, serious consideration must be given to suspension of the person or persons complained about.
- We can offer assistance, including translation / Braille where appropriate, so do not hesitate to request this and arrangements will be made.
Procedure
INFORMAL COMPLAINTS
- STEP 1
If you wish to make an informal complaint please contact Head Office in the first instance, who will ensure that the relevant person receives the details of your complaint.
The relevant person should be able to resolve the issue for you.
- STEP 2
If the issue is not resolved fully to your satisfaction, you can ask that the matter be referred to the Registered Manager or the Director.
If the issue is still not resolved fully to your satisfaction, you can make a formal complaint.
FORMAL COMPLAINT
- STEP 1
If you would like to make a formal complaint you should make the complaint in writing to the Registered Manager or the Director.
- STEP 2
The Registered Manager or the Director will register the complaint and provide you with an acknowledgement of the complaint within 3 working days.
- STEP 3
The Registered Manager or the Director will inform you of any developments, actions taken and outcome of the complaint in writing within 28 working days.
- STEP 4
If you are still not satisfied with the procedure, you can take your complaint further. By sending your complaint to CQC, Social Services, or the Local Government Ombudsman.
Contact details for the Local Government Ombudsman:
Telephone: 0300 061 0614
Web: www.lgo.org.uk
Complaints to the Local Government Ombudsman must usually be made within twelve months.
STATEMENT ABOUT COMPLAINTS
A Chance for Life Ltd will always aim to resolve your complaint/s in-house. If you are not fully satisfied, you can contact any employee in person/ by letter/or telephone.
Alternatively, you can contact:
Adult Social Care Out of Hours telephone: 01228 526690
If you have concerns about a child in Cumbria, telephone 0333 2401727.
CQC:
Email: enquiries@cqc.org.uk ,or,
Online: www.cqc.org.uk.
APPEALS
If you are not happy with our investigation and wish to appeal against the decision made you can take your case to the Local Government Ombudsman.
Alternatively, if you are not happy with the result of your complaint you can ask us to review it and we will send you a FINAL RESPONSE LETTER within 28 working days of receipt of your appeal.
