Policy Statement
This policy sets out the values, principles, and procedures which underpin Prime Care and Support Services’ approach to handling complaints to comply with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, Regulation 16: Receiving and Acting on Complaints.
It also shows how Prime Care and Support Services is meeting the Quality Statement, “Listening to and Involving People” which the CQC is using in future for assessment purposes. “We make it easy for people to share feedback and ideas or raise complaints about their care, treatment, and support. We involve them in decisions about their care and tell them what’s changed as a result.”
Regulation 16 requires care providers to have an effective system to identify, receive, handle, and respond appropriately to complaints and comments made by people who use the service, or persons acting on their behalf, and others involved with the service. Regulation 16 is one of the fundamental standards with which providers must comply to meet their registration requirements. It states the following:
- Any complaint received must be investigated and necessary and proportionate action must be taken in response to any failure identified by the complaint or investigation.
- The registered person must establish and operate effectively an accessible system for identifying, receiving, recording, handling, and responding to complaints by people who use the service and other persons in relation to the carrying on of the regulated activity.
- The registered person must provide to the Commission, when requested to do so and by no later than 28 days beginning on the day after receipt of the request, a summary of: a. complaints made under such complaints system b. responses made by the registered person to such complaints and any further correspondence with the complainants in relation to such complaints c. any other relevant information in relation to such complaints as the Commission may request.
To be compliant with this regulation, Prime Care and Support Services will:
- Bring the complaints system to the attention of people who use the service and people acting on their behalf in a suitable manner and format.
- Facilitate the making of complaints when one is being made.
- Acknowledge and investigate all verbal and written complaints and (where relevant), work with other services where the complaint is of a joint nature to address the issues raised.
- Ensure that people who use the service have access to and the help of an independent advocacy service, which they might need to make a complaint where they lack the capacity or means to make the complaint without such assistance; an advocate can assist the person at all stages in the complaints process (see also the separate policy on Advocacy).
Where appropriate, Prime Care and Support Services will also refer users to the leaflet published by the Care Quality Commission (CQC), How to Complain About a Health or Social Care Service.
This policy should be read and used in relation to other policies on:
- Responding to the Experiences of People Who Use the Service
- Quality Assurance and Management
- Escalation
- Duty of Candour
- Safeguarding policies
Prime Care and Support Services works on the principle that if a person who uses the service or anyone who acts in their best interests wishes to make a complaint or register a concern, they should find it easy to do so. It is the policy of Prime Care and Support Services to welcome complaints and look upon them as an opportunity to learn, adapt, improve, and provide better services. This policy ensures that complaints are dealt with properly and that all complaints or comments by individuals and their relatives and carers are taken seriously.
The policy is not designed to apportion blame, consider the possibility of negligence, or provide compensation. It is not the same as the disciplinary policy. However, Prime Care and Support Services understands that failure to listen to or acknowledge complaints could lead to an aggravation of problems, dissatisfaction of people who use the service, and possible litigation.
Prime Care and Support Services supports the principle that most complaints, if dealt with early, openly, and honestly, can be sorted at a local level, i.e., between the complainant and the care service. If this fails due to the complainant being dissatisfied with the result, Prime Care and Support Services respects the right of the complainant to take the complaint to the next stage by seeking a review with the relevant reviewing body of how the complaint was addressed.
The aim is always to make sure that the complaints procedure is properly and effectively implemented and that individuals feel confident that their complaints and worries are listened to and acted upon promptly and fairly.
Principles of Complaints Handling
In Prime Care and Support Services, people who use it, their representatives, and carers are always made aware of how to complain from the onset of their using the service (for example, by having a complaints notice displayed prominently in public areas, having copies of the complaints procedure or complaints notice included in the information given to people who use the service, and having the procedure available in alternative formats in line with users’ communication needs).
People who use the service, their representatives, and carers are always made aware that Prime Care and Support Services provides easy-to-use opportunities for them to register their complaints.
A named person is always responsible for the administration of the procedure.
Every written complaint is acknowledged with the acknowledgment sent within two working days.
Investigations into written complaints are held within 28 days.
The complainant will be informed of any reasons for failing to complete the investigation within the 28 days.
The findings of the investigation will be given to the complainant in writing by Prime Care and Support Services immediately after completion.
Complaints are dealt with promptly, fairly, and sensitively with due regard to the upset and worry that they can cause to people who use the service and those against whom the complaint has been made.
Prime Care and Support Services recognises national guidance on complaints handling, which uses a three-stage (two stages for some self-funding people) model of:
- a. local resolution
- b. complaints review
- c. independent external adjudication by Local Government and Social Care Ombudsman (LGSCO), Health Service Ombudsman or through the Independent Healthcare Advisory Services (IHAS)
The person to whom complaints should be made is ________________________________. (Provide a named person or complaints manager.