Download a copy of the Complaints Information Policy content here
Complaints
- White Care Group understands complaints to be an expression of dissatisfaction requiring a response, communicated verbally, electronically, or in writing. Complaints may be made by any Resident, their family or advocate acting on their behalf, with their consent or in their best interests
- White Care Group 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 White Care Group will achieve this. The detail of how White Care Group will do this will be found in the associated procedures
- White Care Group 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 made or concerns raised by staff will be addressed via the grievance process if the complaint or concern relates to them individually, or via the Whistleblowing procedure where a protected disclosure is made
- White Care Group understands its statutory obligations in respect of the Duty of Candour and will ensure it follows the agreed policy and procedure
White Care Group will ensure that its complaints and compliments process is fair and transparent and does not discriminate directly or indirectly because of the following:
- Age
- Being or becoming a transsexual/transgender person
- Being married or in a civil partnership
- Being pregnant or on maternity leave
- Disability
- Race including colour, nationality, ethnic or national origin
- Religion, belief or lack of religion/belief
- Sex
- Sexual orientation
The complainant will feel free to complain without fear of reprisal and will be treated with courtesy, respect and compassion. White Care Group will ensure that the process for how to make a complaint and the feedback given to the complainant are provided in a way that meets the Accessible Information Standard and are in a format that the Resident can understand.
Seeking Views and Engaging with Residents
White Care Group will seek out opportunities to obtain feedback from Residents and stakeholders.
White Care Group will act with sensitivity, integrity and professionalism by treating individuals who do complain or make a suggestion with compassion, courtesy and respect. White Care Group will protect the Resident’s right to confidentiality. White Care Group will ensure that alternative methods of communication are available so that the complaints and suggestions procedures are accessible for Residents 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 roles and responsibilities.
White Care Group understands that it can be difficult to separate a complaint from a concern and, therefore, White Care Group will follow this policy when there is any dissatisfaction 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 Resident’s care file and will be reported in line with contractual or regulatory requirements.
Safeguarding Concerns
Where a complaint or concern is raised that relates to a Resident being harmed or likely to be harmed, White Care Group will follow its Safeguarding Policy and Procedures in addition to the complaints procedures, seeking advice and guidance from the Somerset County Council Safeguarding Adults Team and escalating concerns in line with Somerset County Council procedure. White Care Group will also notify the CQC in line with its statutory duty.
Roles and Responsibilities
All Staff
It is acknowledged that all staff working within White Care Group may 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 will:
- 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 Residents 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 Home Manager will be informed of the feedback. Failing to do this may result in a complaint
- Be clearly advised that, when presented with a complaint, swift escalation to management is necessary and that purposefully withholding or concealing concerns expressed by Residents or their representatives may lead to disciplinary action
Management Team at White Care Group
- The management team at White Care Group is responsible for ensuring compliance with this policy, regulations, improvement planning and for having arrangements in place to provide relevant reports and information regarding complaints
- The Registered Home Manager is the main point of contact for the receipt, investigation and management of complaints within White Care Group. However, this may be delegated to a senior member of staff within White Care Group who holds the experience, knowledge and competence to investigate and manage complaints
- White Care Group will ensure the procedure for raising a complaint is accessible and displayed prominently in White Care Group, on the website of White Care Group and in Resident information and guides. Alternative languages and formats will be available on request
Compliments and Suggestions
White Care Group welcomes compliments and suggestions and recognises their importance in celebrating and recognising the success of its service and opportunities for improvement. We will engage with a wide range of stakeholders in addition to Residents to support service development and improvement. We will share feedback with our staff.
One Complaint, One Response
White Care Group will follow the Local Government and Social Care Ombudsman best practice and, where Residents are receiving services from more than one organisation, it will ensure they can make a complaint to anyone and be provided with a single response following a joint investigation.