If you have a complaint about any part of our service, please tell us. You can tell us informally by contacting any member of our team, or our directors (firstname.lastname@example.org).
If you have a formal complaint, you can make it by telephone (01728 605033), post (The Quality Team, Christies Care Ltd, Rose House, Street Farm Road, Saxmundham, Suffolk, IP17 1AL), email (email@example.com) or in person.
POLICY ON COMPLAINTS
Christies Care will ensure that its complaints procedure is well publicised and fairly applied and that complaints are dealt with promptly, efficiently and properly in all cases.
Christies aim is to provide a high quality service and our aim is to maintain our standards as consistently as we can and to rarely have complaints. However, we accept it is the fundamental right of clients, their families or friends or representatives, to complain about the services they are receiving if they feel unhappy with them. We accept that complaints do happen from time to time and that it is an important part in the running of any service to listen to feedback from clients, to investigate and admit when things do go wrong and to learn from mistakes so that they are not made again.
We believe that it is far better to deal with a complaint early, openly and honestly, for everyone’s benefit.
We understand that having an effective system in place for identifying, receiving, handling and responding appropriately to complaints and comments made by clients, or persons acting on their behalf, is a key element in the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 – Regulation 19, and the essential standards of quality and safety with which the organisation must comply to satisfy the registration requirements of the Care Quality Commission.
The company ensures that:
Every complaint will be welcomed and taken seriously.
- We encourage and support a culture of openness that ensure any comment or complaint is listened to and acted on.
- A full record of each complaint is logged and recorded in line with our internal procedures.
- All complaints are treated entirely confidentially.
- A complaint can be made by telephone, in person, in writing or by email to firstname.lastname@example.org.
- A complaint must be made no later than 12 months after the date the event occurred, or if later, the date the event came to the notice of the complainant, but must be within 18 months of the event.
- The time limit will not apply if Christies Care Ltd is satisfied that the complainant can give a good reason for not making the complaint within that limit, and despite the delay, it is still possible to investigate the complaint effectively and fairly.
- All staff will be trained to accept complaints and to deal with them according to this policy.
All clients will be made aware of the company’s complaints policy and the information will be available:
On our website: www.christiescare.com
Displayed in our offices at Saxmundham
Sent out with our contract letters
Summarised in brochure
Included in each Careplan Folder
Making a complaint will not cause a client to be discriminated against or have any negative effect on their care, treatment or support.
In the case of verbal complaints:
- A verbal complaint can be made to any member of staff.
- Front-line staff who receive a verbal complaint should always welcome the complaint and seek to resolve the problem immediately.
- If staff cannot resolve the problem immediately, they should pass the complaint to Pre-Quality who will then decide if they can resolve it, if not or if it constitutes a Safeguarding alert then the Quality and Safeguarding team will investigate.
In the case of a written complaint:
- A written complaint will be acknowledged in writing within two working days.
- Written complaints will be dealt with initially by pre-quality, or if the complaint relates to a Head of Dept – by HR and the Registered Manager. If the complaint relates to the Registered Manager, then by the Chairman/M.D.
- Every written complaint will be thoroughly investigated and a written response given within 28 days (Where a complaint is likely to take more than 28 days, in a particularly serious matter where legal advice is taken, for instance, the complainant will be notified of the delay and the reason for it).
- All written complaints will be treated entirely confidentially and with tact and sensitivity. Details of a complaints investigation will however be recorded by the quality and safeguarding and given a unique number for inspection purposes.
- Any decision made by the organisation will be fully explained. If a complaint is upheld then Christies will apologise and suggest a plan by which the complaint can be resolved. Where appropriate compensation for out of pocket expenses will be paid.
In cases where the complaint remains unresolved:
- If the complaint remains unresolved or the client is not satisfied with the outcome, it can be referred to the Local Government Ombudsman (LGO). The LGO provides a free, independent service. The LGO can be contacted for information and advice, or to register the complaint:
- The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.
- Our service is registered with and regulated by the Care Quality Commission (CQC). The CQC cannot get involved in individual complaint about providers, but is happy to receive information about our services at any time. You can contact the CQC at:
Care Quality Commission National Correspondence
Newcastle upon Tyne
A complaints log will be kept to record the following:-
- Each complaint received
- The subject matter and outcome of each complaint
- Details of the reasons for delay where an investigation took longer than the agreed response period, and the date the report of the outcome of the investigation was sent to the complainant.
An annual report will be prepared ending 31st March, which will:
- Specify the number of complaints received
- Specify the number of complaints that the provider decided were well-founded, partly or fully
- Specify the number of complaints that the provider has been informed have been referred to other bodies
- Give the subject matter of complaints received
- Summarise any matters of importance in those complaints themselves or in the way that the complaints were handled, and summarise any matters where action has been or is to be taken to improve services as a consequence of those complaints.
This report will be available to anyone on request.