Comments, Suggestions and Complaints Policy and Procedure

Epitome Home Care Agency

Comments, Suggestions And Complaints

Scope
	The scope and purpose of the procedure, is to ensure that all complaints are acknowledged, investigated, and responded to in a timely and appropriate manner. In addition, the policy requires that all comments and suggestions, whether positive or negative are noted and responded to, and the information collated for use in the company’s commitment to continuous improvement.

Aims of the Policy

That the Company and its staff value comments, suggestions and complaints from all sources and embrace the opportunity that they give to enable organisational and individual improvement.
That a satisfactory response is provided to all complaints, compliments, and suggestions.
That Service Users, their families and advocates, partner agencies, and employees of the company are aware of their right to make complaints, compliments and suggestions and the procedure in place which enables them to do this.

Quality Policy Statement

It is our policy that all comments, suggestions, and complaints are dealt with quickly and effectively.

We shall make every effort to provide the best possible service. However, there may be occasions when people are not happy with the service.

We recognise the right of all Service Users, relatives, representatives, and members of staff to inform us of any problems or complaints they may have.

We are always looking to improve our services. All comments, suggestions, or complaints regardless of how small they may appear will be treated seriously and used to improve the service offered.

All complainants should be treated in a manner which respects their human rights and diversity in a fair and equal way. Making a complaint will not cause the complainant to be discriminated against or have any negative effect on the care or support of the service user.

In the first instance every effort will be made by the appropriate Manager to rectify the complaint and if appropriate, a written response will be provided.

Comments and Suggestions – Positive
1.1	The Manager should ensure that information about how to make comments and suggestions are given to all staff and service users.
1.2	When a positive comment is received by the company, the Manager should ensure that all relevant staff are made aware of the comments made and the compliment is recorded in the support worker’s file.
1.3	The Manager should ensure that any letters or cards received, which express satisfaction with the company or the services delivered by the company, should be displayed in a prominent place for a reasonable time so that visitors and staff have the opportunity to read the comments made.
1.4	For any written positive comments, acknowledgement of receipt of the compliment should be sent to thank the sender for their correspondence and comments
1.5	When the Manager feels that the positive comments have been displayed for sufficient time, the card and/or letter should be removed and placed in a folder or file along with other positive comments so as to form a permanent record.

Comments and Suggestions – Negative
2.1	All complaints, comments and suggestions should be dealt ensuring that anyone providing negative feedback is not discriminated against and this does not have any negative effect on the care or support provided.
2.2	The Manager should ensure that information about how to make complaints is given to all staff and service users.
2.3	When anyone makes a negative comment about the company or the service delivered by the company, the Manager should ensure that a record is made in the complaints file and in the service user and support worker files.
2.4	The Manager should ensure that any negative comments are followed up with the Service User and appropriate action taken.
2.5	Any resolution of negative comments should be added to the Service User’s office file and computer system.
2.6	Where the person who makes a comment is not satisfied with the response given or the resolution proposed, they should be asked if they wish to register a formal complaint. The Manager should explain how the complaint is to be investigated.

Formal Complaints
3.1	Once any complaint has become a formal complaint, it should be logged on the Complaints Log
3.2	Any negative comment received in writing, including those received via the Comments, Complaints Form, should be treated as a formal complaint.
3.3	The date the complaint was received/created should be logged on the Complaints Log along with the details of the complaint. A log reference should be entered on the complaints form.
3.4	A copy of the complaint should be kept on the Service User’s Office File, with a copy on the computer system, including all relevant information relating to the complaint and subsequent investigations.
3.5	The complainant should receive written acknowledgement within 5 working days, advising that their complaint has been received and will be investigated. The complainant must be made aware that they may refer the complaint to the Care Inspectorate at any time during the process. If it possible to resolve the complaint quickly (within 5 working days) a complaint response may be sent instead of an acknowledgment.
3.6	The complaint will be assigned to the manager, who will also specify a date for the completion of the internal investigation. As guidance, the Manager should complete an investigation report to establish the facts and obtain evidence which will enable the company to produce a response to the complaint within 7 working days.
3.7	The Manager should “chair” the investigation into the complaint and write the conclusions when the investigation is complete.
3.8	The complainant should be informed in writing of the outcome of the formal complaint within 28 days of the complaint being received. Where delays are unavoidable the complainant should be informed of the delay and the outcome reached at the earliest opportunity.
3.9	The written response should include the avenues open to the complainant for appeal if they do not agree with the findings. If the complainant is not satisfied, then the matter can be referred to the local council complaints department for customers funded by the council, and to office of the Local Government Ombudsman for those customers who fund their own service.

In the event that a service user is complaining about abuse at the hands of an Epitome Home Care employee this should be dealt with in accordance to the appropriate local council’s policies and procedures and Epitome Home Care’s Safeguarding Vulnerable Persons Policy.