- Complete Care England understands complaints to be an expression of dissatisfaction requiring a response, communicated verbally, electronically, or in writing. Complaints may be made by any Clients, their family or advocate acting on their behalf, with their consent or in their best interests
- Complete Care England takes complaints seriously. We will aim to put things right that have gone wrong and learn lessons to avoid the problem happening again. This policy sets out the framework for how Complete Care England will achieve this. The detail of howComplete Care England will do this will be found in the associated procedures
- Complete Care England will comply with legislation, national guidelines, regulation and best practice when managing complaints and suggestions. A systematic approach will be taken with all aspects of complaints and suggestions
- Complaints or concerns by staff will be addressed via the Grievance process if the complaint or concerns relates to them individually or Whistleblowing procedure where a protected disclosure is made
- Complete Care England understands our statutory obligations in respect of the Duty of Candour and will ensure we follow agreed policy and procedure
Complete Care England will ensure that the complaints and compliments process at Complete Care England is fair and transparent and does not discriminate directly or indirectly because of the following:
- Being or becoming a transsexual/transgender person
- Being married or in a civil partnership
- Being pregnant or on maternity leave
- Race including colour, nationality, ethnic or national origin
- Religion, belief or lack of religion/belief
- Sexual orientation
The complainant will feel free to complain without fear of reprisals and will be treated with courtesy, respect and compassion. Complete Care England will ensure that the process of how to make a complaint and the feedback is provided in a way that meets the Accessible Information Standards and is in a format that the Client can understand.
Seeking Views and Engaging with Clients
Complete Care England will seek out opportunities to obtain feedback from Clients and stakeholders.
Complete Care England will act with sensitivity, integrity and professionalism by treating individuals who do complain or raise a suggestion with compassion, courtesy and respect. The service will protect the Client's right to confidentiality. Complete Care England will ensure that alternative methods of communication are available so that the complaints and suggestions procedures are accessible for Clients who experience difficulties with communication or whose first language is not English. Staff will undertake training on how to manage complaints in line with their role and responsibilities.
Complete Care England understands that it can be difficult to separate a complaint from a concern, therefore, Complete Care England will follow this policy when any dissatisfaction arises with the service.
A full record will be held of all complaints received regardless of the level of seriousness and means of communication. This approach allows an open and transparent culture around raising concerns in the earliest stage to allow resolution. A record of the complaint will also be held in the Client's Care file and reported in line with contractual or regulatory requirements.
Where a complaint or concern is raised that relates to a Client being harmed or likely to be harmed, Complete Care England will follow its Safeguarding Policy and Procedures in addition to the complaints procedures, seeking advice and guidance from the As per client residency Safeguarding Adults team and escalating concerns in line with As per client residency procedure. Complete Care England will also notify CQC in line with our statutory duty.
Roles and Responsibilities
It is acknowledged that all staff working within Complete Care England could be presented with an individual wishing to raise a concern or complaint at any time, therefore staff need to be able to manage this in a sensitive, structured and timely manner. In order to do this staff should:
- Be trained on induction and as a routine measure to ensure knowledge is embedded and refreshed around the complaints procedure
- Have access to the complaints procedure
- Be provided with the opportunity to reflect and learn from complaints as a means of developing and driving quality care
- Appreciate that any feedback from Clients or their representatives that is of concern needs immediate resolution, where possible, to their satisfaction. Care Plans will be updated to reflect the planned changes to care and the Registered Manager informed of the feedback. Failing to do this could result in a complaint
- Be clearly advised that on presentation of a complaint, swift escalation to management is necessary and purposefully withholding or concealing of concerns expressed by Clients or their representatives could lead to disciplinary action
Complete Care England Management Team
- The management team at Complete Care England is responsible for ensuring compliance with this policy, regulations, improvement planning and having arrangements in place to provide relevant reports and information regarding complaints
- Tracey Quayle (known as Ffion) is the main point of contact for the receipt, investigation and management of complaints within Complete Care England. However, this may be delegated to a senior member of staff within Complete Care England who holds the experience, knowledge and competence to investigate and manage complaints
- Complete Care England will ensure the procedure for raising a complaint is accessible and displayed prominently in Complete Care England on Complete Care England's website and within the Client information and guides. Alternative languages and formats should be available on request
Compliments and Suggestions
Complete Care England welcomes compliments and suggestions and recognises their importance in celebrating and recognising the success of our service and opportunities for improvement. We will engage with a wide range of stakeholders in addition to Clients to support service development and improvement. We will share feedback with our staff.
One Complaint, One Response
Complete Care England will follow the Local Government and Social Care Ombudsman best practice and where Client are receiving services for more than one organisation, we will ensure they can make a complaint to anyone and be provided with a single response following a joint investigation.