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Complaints, Suggestions and Policy Procedure
Purpose
- 4RealServices has established a robust system for receiving, documenting, investigating, and resolving all complaints to ensure compliance with regulations. The complaint investigation process is designed to be fair and transparent.
- Feedback and suggestions from Service Users and their families are highly valued as they provide critical insights into the quality of our services and potential abuse.
- We adhere to the guidelines set forth by the Care Quality Commission and the Local Government Ombudsman.
Scope
- Service Users
- Relatives
- External professionals and agencies
- All employees
Policy
All complaints and concerns will be treated with seriousness, sensitivity, and confidentiality.
– Complaints and suggestions will be managed to achieve a satisfactory resolution for the complainant, transforming challenges into opportunities for quality improvement.A copy of the complaints procedure will be provided to all Service Users and their representatives at the start of service, with additional copies available throughout the service duration.
All formal or serious complaints will be investigated by an individual not directly associated with the complaint.
Complaints will be documented regardless of their perceived severity, as even minor complaints can indicate the effectiveness of our procedures and the organization’s culture of openness and vigilance against abuse.
Complaints will be recorded in Service Users’ files to identify patterns related to individual care or service provision, aiding in the review and update of the Care Planning process.
Central records of complaints will be maintained to identify trends affecting all or groups of Service Users, including minor complaints, and will be accessible to staff as appropriate, barring safeguarding issues. Staff must make timely entries in Care Planning or risk assessments.
Central information regarding complaints, suggestions, and compliments will be regularly reviewed and analyzed, with summaries discussed in Management Meetings for quality assurance.
Compliments will also be centrally recorded and made available for all parties, including on the personnel files of staff members who receive commendations.
Employees involved in a complaint should not communicate directly with the complainant unless accompanied by a senior staff member or specifically requested by the complainant.
If a complaint raises concerns about the well-being of any Service User, serious consideration will be given to suspending the individual(s) involved, and an immediate investigation will be initiated to assess any risks to the health and welfare of the Service User.
Procedure
Standard Arrangements
Complaints will be addressed through several distinct levels to ensure swift and effective resolution.
Key principles include:
The closer the individual handling the complaint is to service delivery, the better the outcome is likely to be. However, complaints alleging abuse will be reported directly to a senior manager, following the safeguarding policy and notifying the CQC as required.
Multiple stages in the process help mitigate personality conflicts.
The complaints process is considered “complete” only when the complainant or their representative confirms satisfaction with the outcome in writing, if possible.
All complaints and suggestions will be taken seriously, documented, assessed for practicality, and the instigator informed of the outcome.
A complaints manager will be appointed, responsible for managing all complaints. This could be the Business Manager, Care Manager, or HR Manager, and must be a senior staff member.
The agency must respond to complaints via email and in writing, as telephone conversations alone do not provide a proper record.
A dedicated email address for managing complaints will be established, with daily reviews by the complaints manager.
4RealServices will respond to complaints within 24 hours, either fully or by acknowledging the investigation.
Complainants will receive written updates on the progress of their investigation.
The complaints procedure will be publicly accessible, including on our website, in visible areas of our registered address, with all Care contracts, and within Service User Guides.
Employees must adhere to written complaint recording rules, ensuring records are readily available to supervisors and managers. Concealing a complaint may lead to disciplinary action.
Investigations and outcomes will be documented on the complaints form, with additional sheets as necessary.
Complainants will be asked to review and sign the written records of their complaint to indicate agreement with the outcome.
If a disagreement persists that cannot be resolved internally, complainants will be advised to contact an appropriate external authority, such as the CQC, funding authorities, an independent advocacy service, or the Local Government Ombudsman.
For privately funded Service Users, advocacy services are available, and the Business Manager will assist the Service User in contacting an independent advocate if needed.
Completed complaints forms will be submitted to the Business Manager for permanent filing, both centrally and in the Service User’s file.
The Management Meeting will review all complaints every three months to identify trends and address any underlying issues.
The service’s action plan will be updated to include actions taken to resolve any recommendations made following investigations.
Written Procedure
- Complaints can be submitted via telephone, in writing, by email, or in person. All responses will be documented in writing (preferably via email).
- Complainants will receive an acknowledgment within 24 hours.
- 4RealServices accepts and investigates complaints within a 12-month timeframe.
A complaint must be submitted within 12 months of:
– The date the event occurred, or if later, the date the event became known to the complainant.
The time limit may be waived if 4RealServices is satisfied that:
– The complainant has a valid reason for the delay, and it remains possible to investigate the complaint effectively and fairly.
– Anonymous complaints will be thoroughly investigated, and appropriate actions will be taken in accordance with 4RealServices policies and procedures.
– All complaints will be managed by a senior member of the Care organization.
Complainants will receive, as reasonably practical:
– Assistance in understanding the complaints procedure and guidance on where to obtain such assistance.
– Information on advocacy services displayed on the notice board at Jubilee House and the company website, which will be regularly updated.
– 4RealServices will only accept complaints from third parties under specific conditions:
– When the Service User has consented, either verbally or in writing, or when the Service User cannot complain independently due to a lack of capacity as defined by the Mental Capacity Act 2005.
– The representative must act in the best interests of the Service User, particularly if the complaint, if substantiated, could be detrimental to the Service User.
– 4RealServices aims to resolve complaints within 28 days and will inform complainants if a longer timeframe is necessary.
– The procedure will be available upon request in various languages and formats.
– All complaint investigations will be completed within six months unless a different timeframe has been agreed upon for valid reasons.
– Complainants have the right to escalate their complaint to the Local Government Ombudsman if they are dissatisfied with the investigation’s outcome. They may also contact the Care Quality Commission.
“Once your complaint has been fully addressed by 4RealServices Limited, if you remain unsatisfied with the outcome, you can escalate your complaint to your local council. If you are still dissatisfied, you may contact the Government Ombudsman (LGO), which offers a free, independent service. You can reach the LGO Advice Team for information and advice or to register your complaint at:
T: 0300 061 0614
E: advice@lgo.org.uk
W: www.lgo.org.uk
The LGO typically will not investigate a complaint until the provider has had the opportunity to respond and resolve the issue.
Our service is registered with and regulated by the CQC. While the CQC does not handle individual complaints about providers, they welcome information about our services at any time. You can contact the CQC at:
Care Quality Commission (CQC)
National Correspondence
Citygate, Gallowgate
Newcastle upon Tyne NE1 4PA
Tel: 03000 616161
Fax: 03000 616171
Monitoring
We will maintain a complaints log that records:
– Each complaint received.
– The subject matter and outcome of each complaint.
– Reasons for any delays in investigations that exceed the agreed response period, along with the date the outcome report was sent to the complainant.
Annual Reports
We will compile an annual report that includes:
– The total number of complaints received.
– The number of complaints deemed well-founded, partially founded, or fully unfounded by 4RealServices.
– The number of complaints referred to other bodies.
– The subject matter of the complaints received.
– A summary of significant issues raised in the complaints or in their handling.
– A summary of actions taken or planned to improve services as a result of the complaints.
– A “year” is defined as a 12-month period ending on March 31st.
– 4RealServices will ensure that the annual complaint report is available upon request.
Acknowledgment Letters
The acknowledgment letter will include an invitation to discuss the complaint with the complainant at a mutually convenient time, covering:
– The approach to handling the complaint.
– The expected timeframe for completing the investigation.
– If the complainant declines the discussion offer, 4RealServices will determine the response period and notify the complainant in writing.
– Acknowledgments will be sent via letter or email, considering the complainant’s communication preferences.
Final Response Letter
The final response letter will provide:
– A detailed explanation of how the complaint was addressed.
– The conclusions reached, including any necessary remedial actions, and confirmation of whether such actions have been taken or the proposed timeline for completion.
– Information on the complainant’s right to escalate their complaint to the LGO if they are dissatisfied with the outcome.
– Final letters will be signed by the “responsible individual” or sent via email in their name.
If the response is not ready within six months, 4RealServices will:
– Notify the complainant in writing and explain the reason for the delay.
– Provide a written response as soon as reasonably practicable after six months.
General Information for Staff Managing Complaints
Who Can Complain
Complaint can be made by:
– Anyone receiving or who has received care services.
– Anyone affected (or likely to be affected) by the actions, omissions, or decisions of the provider involved in the complaint.
– A representative of either of these individuals, under specific conditions.
– If 4RealServices is not satisfied that the representative is acting with the Service User’s consent or in their best interests, the company will inform the representative in writing, stating the reasons for its decision.
Complaints Not Required for Investigation
4RealServices Limited is not obligated to investigate the following complaints:
– Complaints from employees regarding their employment, which will be addressed through our grievance procedure.
– Complaints made in person or by telephone that are resolved to the complainant’s satisfaction by the next working day.
– Complaints that have already been investigated and resolved.
– In such cases, 4RealServices will notify the complainant in writing of its decision not to investigate the complaint and the reasons for this decision, ideally using a standard letter.
Duty to Cooperate
If a complaint involves multiple service providers or commissioners, local authorities and the NHS have a duty to cooperate and provide a unified response. Each provider must collaborate with CCGs or local authorities to deliver a single response to complaints.
Key Contacts
Care Quality Commission (CQC)
National Correspondence
Citygate, Gallowgate
Newcastle upon Tyne NE1 4PA
Tel: 03000 616161
Fax: 03000 616171
Social Services (for Service Users funded by social services)
Brentwood County Council, Town Hall,
Ingrave Road,
Brentwood, Essex
Tel: 01277 312 500
The Local Government Ombudsman
PO Box 4771
Coventry, CV4 0EH
Tel: 0845 602 1983 or 024 7682 1960
Fax: 024 7682 0001
Email: advice@lgo.org.uk
Independent Advocacy Services
AGE UK
112 Springfield Road,
Chelmsford, CM2 6LF
Email: info@ageukessex.org.uk
Telephone: 01245 346 106 (Monday to Friday, 9 am to 4 pm)
Procedure
– Individual privacy needs will be respected at all times, and all information related to individuals will be treated confidentially.
– Service Users have the right to be alone or undisturbed, free from public attention or intrusion into their private matters.
– Any building or equipment issues that compromise a Service User’s privacy must be reported to the landlord.
– Staff will refrain from discussing Service Users or their affairs within earshot of anyone not directly involved in their care. Discussions will focus on managing and improving care, not for entertainment or gossip.
– Records will be designed, utilized, and stored to ensure privacy.
– Records will be accessible to the Service User’s primary Carer and family, in accordance with the Service User’s wishes.
– In shared accommodations, where Service Users live with non-partners:
– Each Service User’s personal room will have a lock suitable for their needs, and they will be provided with a key unless a documented risk assessment indicates otherwise. Such decisions will be recorded in the Service User’s Care Plan and signed by the Service User or their Advocate.
– Special attention will be given to maintaining privacy in bathrooms, toilets, and during dressing and undressing, while also considering health, safety, and personal risk management.
About Us
4RealServices is dedicated to delivering exceptional care to our clients that surpasses all established standards, grounded in trust and integrity. We strive to offer a flexible service that values equality and diversity while upholding your privacy, dignity, and independence.