JOCELYN CARES DOMICILIARY
Verbal complaints
We take all verbal complaints seriously, no matter how unimportant it may seem
When a member of our care staff receives a complaint, the expectation is that they resolve it immediately
If they can’t solve the problem immediately, then the staff member faced with this problem must contact a manager to deal with the problem
Staff are expected to be professional, polite and empathetic to the complainant. Here at Jocelyn Cares we believe that using an aggressive or defensive attitude accomplishes nothing
Staff must remain calm and respectful when responding to the complaint. Staff must never blame other staff nor make excuses.
If someone is making a complaint on behalf of the service user by an advocate, it must be verified that the person has permission to speak for the service user, especially if confidential information is involved. If in doubt it should be assumed that the service user’s explicit permission is needed prior to discussing the complaint with the advocate
After taking the problem through, who ever is dealing with the complaint (whether that be a manager or member of staff), will offer a course of action to resolve the complaint. If this course of action is acceptable then the member of staff should clarify the agreement with the complainant and agree in a way in which the results of the complaint will be communicated to the complainant, for example through a meeting or a letter
If the suggested course of action is not acceptable to the complainant, then the member of staff or manager will ask the complainant to put their complaint in writing to the registered manager. Complainant will be given a copy of our complaints procedure if needed.
All details of complaints, both verbal and written, will be recorded in our complaints book, the service user’s file and in the home records.
JOCELYN CARES DOMICILIARY
Other complaints
Preliminary steps
When we get a written complaint from a complainant, it gets passed onto the named complaints manager (the person delegated to deal with the complaint through the process) who records it in the complaint book and a letter is set within three working days to the complainant
If needed, further details will be obtained from the complainant; if the complaint is not made by the service user but on the service user’s behalf, then consent of the service user, preferably in writing, must be obtained from the complainant
If the complaint raises potentially serious matters, advice could be sought from a legal advisor. If legal action is taken at this stage, any investigation by the organisation under the complaints procedure immediately ceases
Investigation of complaint
As soon as the complaint is received, the complaints manager will start an investigation and within 14 days should be able to provide a full explanation to the complainant. This can be in the form of either a meeting or in writing.
If the issues are too complex to complete the investigation within 14 days, the complainant will be told of any delays
Meeting
If a meeting is arranged, the complainants allowed to bring a friend, relative or representative for example an advocate
During the meeting the results of the investigation will be revealed and also a apology will be given if appropriate (apologising for what has happened need not be an admission of liability)
Follow up action
After the meeting, or if the complainant does not want a meeting, a written account of the investigation will be sent to complainant.
The outcomes of the investigation and the meeting are recorded in the complaint book and any shortcomings in agency procedures will be identified and acted upon
Management will review cases of complainants every few months
If a complainant is not satisfied with the investigation or action taken, they will be informed of their right to pursue the matter with:
The Local Government and Social Care Ombudsman. This is a free service and they can be contacted via:
The Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH
Email:advice@lgo.org.uk