Complaints Policy

SUGGESTIONS AND COMPLAINTS

PURPOSE

• The registered provider of care services operates an effective mechanism for the receipt, recording, investigation and resolution of all complaints, in order to comply with regulations.
• The arrangements for the investigation of a complaint are fair and transparent and will be conducted by a senior manager.
• Complaints and suggestions from service users and or their relatives are a valued source of information regarding the quality of our service, and are a primary source of information regarding possible abuse.

POLICY

Dependability provides a wide range of services to disabled people. We deal with very sensitive and difficult matters. 

Dependability’s aim is to offer the best possible service. To do this we believe that we need to listen to what people have to say about our service. 

COMPLAINTS/GOOD PRACTICE MONITORING

A copy of the complaints and suggestion policy is given to all people who use our care service at the first assessment of care visit.  Copies are available on request.

Dependability has its own complaints policy, which Service User are informed about if they wish to make a complaint. Service User are also informed about the Local Authority’s formal complaints procedure.

Whilst Dependability actively encourage Service User to make use of the above, the Company aims to resolve any complaint informally and promptly with a service user wherever possible. A senior member of staff will provide a swift verbal response and discussion, this will then be followed up in writing or by e-mail to constitute a proper record. 

It is Dependability’s policy to inform the Local Authority’s complaints department of all complaints, whether they are resolved informally or formally. This process allows for external monitoring, as well as Dependability’s own internal monitoring. Where required, practice and procedures will be changed as a result of the internal/external monitoring. 

All positive responses to Dependability’s work are also recorded and monitored. 

All complaints will be taken seriously, will be fully investigated, handled quickly, sympathetically and confidentially, and, where necessary, improvements made and appropriate reparation offered.

PROCEDURE

Each customer is provided with information on how to make a complaint or a suggestion regarding our service. This information is included within the first letter confirming our visit or a booking letter or the “letter of Placement” regarding care.

Dependability will accept complaints or suggestions from customers, carers, friends or advocates.

All complaints will be recorded on a Complaints Log and all written complaints will be acknowledged by letter within 2 days of receiving it. Telephone complaints can usually be resolved by immediate actions in agreement with customers. These will be logged on the Complaints Log but will only receive an acknowledgment and/or written where appropriate and necessary.

All complaints received are forwarded to the Local Authority. 

All complaints will be passed to the Director Shirley Rawling, who will investigate the situation and respond appropriately to the service user.

The Director or other Senior Managers will contact the service user within 24 hours in the first instance and discuss the complaint and try to resolve the situation.

The Director may arrange to meet with the service user and their family particularly if the complaint is regarding Carer Services or recommendations for adaptations.



Once the complaint has been investigated, Shirley will acknowledge this by letter and will either uphold the complaint, or if the service user remains unhappy with the service provided by Dependability, the Director will notify the local authority and discuss the situation and at this point a decision will be made on how to remedy the situation or escalate the complaint. 

Once the complaint has been escalated to the next stage, the local authority will manage the complaint and will inform Dependability of the outcome.

Dependability’s procedure is designed to make sure that all problems and complaints are treated equally and dealt with fairly and properly.

• All complaints will be recorded and a summary maintained for this purpose; 
• All complaints will be acknowledged within 2 working days of receipt;
• All complaints will be investigated, and a written response given within 10 working days. The written response will address the issues raised in the complaint, and, if possible, will propose a resolution;
• All records relating to the complaint, including copies of all correspondence etc will be filed in the complaints file maintained by the Agency Manager;
• No person who is the subject of a formal complaint may take any responsibility for consideration of a response to that complaint;
• No person will suffer any form of harassment or reprisal for making a complaint.

When you have received a response to your complaint, if you are still not happy then you may write to the Care Quality Commission.

In addition, if you are unsatisfied at any stage, then you may take your complaint further. In addition to the CQC, you may contact:

• Any third-party purchaser involved (Local Authority, PCT CCG etc);
• Relevant membership organisations to which the Agency belongs (UKHCA etc).