My Homecare (Yorkshire) Ltd accepts the rights of service users and/or their representatives and advocates to make complaints and to register concerns about the services received. It further accepts that they should find it easy to do so. It welcomes complaints and looks upon them as opportunities to learn, adapt, improve and provide better services.
This policy is intended to ensure that complaints are dealt with properly and fairly, and that all complaints or comments by service users and their relatives, carers and advocates are taken seriously and treated with the utmost respect.
The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. Nor is it part of the agency’s disciplinary policy.
My Homecare (Yorkshire) Ltd believes that failure to listen to or acknowledge complaints leads to an aggravation of problems, service user dissatisfaction and possible litigation. My Homecare (Yorkshire) Ltd supports the idea that most complaints, if dealt with early, openly and honestly, can be sorted at a local level between just the complainant and My Homecare and encourages this approach at all times.
My Homecare (Yorkshire) Ltd is committed to providing good quality of care, however should the care not meet the standard expected a complaint may arise. This procedure is designed to address any complaints and issues in a fair and timely manner.
Complaints should be addressed to;
Wendy Bray – Registered Manager
2175 Century Way
Telephone – 0333 9209500
Email – firstname.lastname@example.org
1) Complaints can be received verbally, by email or in writing, all of which have equal importance.
a) Verbal complaints received by the service users to the carer during the care visit should be noted on the communication log of the Care and Support Plan and a member of the Management team must be informed at the end of the care visit, where the complaint will be documented. The complaint will be acknowledged immediately.
b) Verbal complaints received into the office will be documented and acknowledged immediately.
c) Written complaints by email will be acknowledged within 24 hours by email.
d) Written complaints by letter will be acknowledged in writing and posted within 24 hours.
2) On receipt of the complaint the office will assign a member of the Management team to deal with the complaint and the complainant will be notified.
3) The complaint is logged on to the Complaints Log at the office.
4) A complaint will be classified as either an Incident or an Accident.
a) An Incident will be categorised as an occurrence whereby the client has been upset from an action and/or has received mild harm.
b) An Accident is categorized as an event resulting in death, severe harm, moderate harm or prolonged psychological harm.
i) In an event of an Accident, the CQC will be notified immediately and the relevant CQC paperwork completed.
5) Within 14 days investigations will be concluded. Within this time frame a meeting with the complainant will have occurred. (Please note that the 14 days investigation period may have to be extended due to unforeseen circumstances, but should not exceed 28 day).
6) Within 28 days conclusions will be presented in a written report.
a) A written apology to the complainant and/or their representatives will be issued detailing an explanation and what the company aims to do to prevent further complaints of the same nature from arising.
b) An Action Plan will be formulated to prevent the reoccurrence of future complaints of the same nature.
i) The Action Plan will be delivered to the staff in a manner which incorporates their understanding and agreement to co-operate. Where necessary the staff may need to be re-trained on matters.
7) Any Action Plans and Re-training will be reviewed after a designated period. After the review it will be evaluated to conclude whether the outcome has been achieved. If the evaluation deems that the Action Plan has been unsuccessful then a further action plan will be formulated to address any short comings. In this case the process will follow the same path whereby it will be delivered to the staff, reviewed and evaluated again.
8) Every 6 months an internal audit will be conducted to review all complaints received to monitor and evaluate any areas in the company which need addressing as part of its continuing desire to maintain high quality care.
In the event that the complainant is not satisfied with the outcome and/or the handling of the complaint, the issue can be brought to the attention of the following entities;
My Homecare Head Office
FAO Elaine Armstrong (Franchise Care Manager)
Dewertside Business Park
Telephone: 01207 693977
Care Quality Commission (CQC)
Newcastle Upon Tyne
Telephone: 03000 616161
Website : www.cqc.org.uk
Local Government Ombudsman
PO Box 4771
Telephone: 030 0061 0614
Texting: “call back” with your name and mobile number to 07624 803014, where someone will call you back.
Your local Authority by searching www.gov.uk
SIN CHING CHAN
REVIEWED JUNE 2016
NEXT REVIEW DATE JUNE 2017