CH14-Receiving and Acting on Complaints Policy

Registration Number: {{org_field_registration_no}}

Receiving and Acting on Complaints Policy

1. Purpose and Scope

The purpose of this policy is to establish a clear, transparent, and accessible process for receiving, investigating, and resolving complaints regarding the care and services provided by {{org_field_name}}. This policy applies to all service users, their families, advocates, staff, and external stakeholders, ensuring that any dissatisfaction is handled promptly, fairly, and in line with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, Regulation 16.

We recognise that complaints are an important form of feedback, providing opportunities for service improvement, learning, and ensuring continued compliance with CQC standards.

2. Commitment to Open and Transparent Complaint Handling

{{org_field_name}} is committed to maintaining an open and transparent culture regarding complaints. We ensure that:

Service users, their families, and advocates know how to make a complaint and feel safe doing so without fear of discrimination or adverse effects on their care.
Complaints are treated with seriousness, respect, and sensitivity.
Investigations are thorough, impartial, and aim for timely resolution.
Lessons learned from complaints contribute to continuous service improvement.

3. Accessibility of the Complaints Process

We ensure that our complaints process is easily accessible through multiple channels:

Verbally report the concern immediately to a staff member.
Send an email detailing the concern to the Registered Manager at: {{org_field_registered_manager_email}}.
Call the office to inform the Registered Manager at {{org_field_phone_no}}.
If the concern arises out of office hours, call the out-of-hours phone number: {{out_of_hours}}.
Website: {{org_field_website}} – using the form provided
Information about how to make a complaint is included in the service user guide and displayed visibly within the care home.
Advocacy support is available for those who need assistance in raising a complaint, ensuring inclusivity for individuals with disabilities or language barriers.

Staff are trained to receive complaints with empathy and to escalate them promptly to the appropriate manager for action.

4. Procedure for Handling Complaints

4.1 Acknowledgement:

Every complaint, whether verbal or written, will be acknowledged within 3 working days of receipt. The acknowledgment will outline the next steps and the expected timeline for resolution.

4.2 Investigation:

Complaints will be investigated promptly by a designated senior staff member or manager. The investigator will:
- Review all relevant documentation and evidence.
- Speak with the complainant and other involved parties.
- Ensure confidentiality and impartiality throughout the process.
Where a complaint raises safeguarding concerns, it will be referred immediately to the local authority safeguarding team in accordance with our safeguarding policy.

4.3 Resolution and Response:

A full written response will be provided within 20 working days of the complaint being acknowledged. If more time is required for a complex investigation, the complainant will be informed of the reason for the delay and the revised timeline.
The response will include:
- Findings of the investigation.
- Any actions taken to address the issue.
- Steps to prevent recurrence, if applicable.
- Details on how to escalate the complaint if the outcome is unsatisfactory.

4.4 Escalation:

If the complainant is dissatisfied with the initial outcome, they can escalate their concern to the Registered Manager. If the matter remains unresolved, the complainant will be informed of their right to contact the Local Government and Social Care Ombudsman or the Care Quality Commission (CQC).

5. Recording and Monitoring Complaints

All complaints will be recorded in a central complaints log, which will include:

The date the complaint was received.
Details of the complainant (where not anonymous).
Nature of the complaint.
Investigation findings and actions taken.
The date of resolution and the complainant’s response.

The complaints log will be reviewed monthly by senior management to identify patterns and trends. This review will inform quality improvement initiatives.

6. Confidentiality and Data Protection

All complaints will be handled with strict confidentiality, adhering to the General Data Protection Regulation (GDPR). Only staff directly involved in the investigation will have access to complaint records.

7. Learning from Complaints

We view complaints as valuable opportunities for learning and continuous improvement. Once a complaint is resolved:

Any identified areas for improvement will be incorporated into staff training and service delivery processes.
Where systemic issues are identified, they will be addressed through our governance and quality assurance framework.

8. Responsibilities

All Staff: Ensure awareness of the complaints process and direct any complaints to the appropriate manager.
Registered Manager: Oversee the complaints process, ensuring adherence to policy and timely resolution.
Senior Management: Monitor complaint trends, oversee quality improvement, and ensure CQC compliance.

9. External Reporting and CQC Compliance

Reporting to CQC: If requested, {{org_field_name}} will provide CQC with a summary of complaints, responses, and outcomes within 28 days.
Annual Review: This policy will be reviewed annually or sooner if legislation changes, ensuring it remains aligned with CQC requirements and best practices.

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.