Complaints Policy

Aim

The aim of Cavendish Homecare Professionals is to ensure that its complaints procedure is well publicised and fairly applied and that complaints are dealt with promptly, efficiently and properly in all cases.

Background

Cavendish Homecare Professionals prides itself on the high quality of the services that it provides and our aim is to maintain our standards as consistently as we can and to rarely have complaints. However, the organisation accepts that it is the fundamental right of clients, their families or friends or representatives, to complain about the services they are receiving if they feel unhappy with them. The organisation accepts that complaints do happen from time to time and that it is an important part in the running of any service to listen to the feedback from clients, to investigate and admit when things do go wrong and to learn from mistakes so that they are not made again.

The organisation therefore welcomes complaints and views them as an opportunity to learn and to improve. The organisation believes that a failure to listen to or acknowledge a complaint can lead to problems getting worse and a breakdown in relationships.

The organisation believes that it is far better to deal with a complaint early, openly and honestly, for everyone’s benefit.

Cavendish Homecare Professionals understands the importance of having an effective system in place for identifying, receiving, handling and responding appropriately to complaints and comments made by clients, or persons acting on their behalf.

Care Quality Commission Compliance

Cavendish Homecare Professionals understands that, from April 2015, it must comply with the Health and Social Care Act 2008 (Regulated Activities) (Amendment) Regulations 2015 fundamental standards.

Cavendish Homecare Professionals understands that, with regard to arrangements for complaints handling, Regulation 16 requires us to have an effective complaints procedure in place and for any complaint received to be fully investigated and for any necessary and proportionate action to be taken in response to any failure which is identified.

Policy

Complaints will be taken seriously and seen as an opportunity for the organisation to learn and improve.
The service encourages and supports a culture of openness that ensures any comment or complaint is listened to and acted on.
The organisation requires that a full record of each complaint is logged in line with the service’s procedures.
All complaints will be treated entirely confidentially.
A complaint can be made verbally, in sign language or in writing, whatever is easiest or most comfortable for a complainant.
All complaints should be acknowledged and appropriately investigated, no matter how they are made.
A complaint can be made at any time to any member of staff.
All staff will be trained to accept complaints and to deal with them according to this policy.
In this service the right to complain is fully upheld and all clients will be given sufficient information about the complaints process and support to help them complain if they require it.
The organisation will ensure that the information is accessible to any client who has sensory disabilities or special needs.
All clients should be helped to complain if they require assistance, including those who may have sensory disabilities or special needs or those who may require an independent advocate to speak for them.
Where a complainant does not wish to be named, or wishes to complain anonymously through an advocate, Cavendish Homecare Professionals will follow its full complaints procedure.
Every complaint should be recorded and any documents, letters or reports should be kept. Full records, data and logs of records should be provided to the CQC and to inspectors as required.
Making a complaint will not cause a client to be discriminated against or have any negative effect on their care, treatment or support.
Timely and appropriate action will be taken in response to any failures identified by a complaint or the investigation of a complaint.

In the case of verbal complaints:

A verbal complaint can be made to any member of staff.
Front-line staff who receive a verbal complaint should always seek to resolve the problem immediately.
If staff cannot resolve the problem immediately then they should offer to get a senior member of staff or manager to deal with the problem.
After discussing the problem the member of staff, or the manager, should suggest a course of action to resolve the complaint.
If the course of action is acceptable then the agreement will be clarified and any follow-up action, such as a confirmation letter or a further meeting, agreed.
If the course of action is not acceptable then the complainant should be asked to put their complaint in writing.

In the case of written complaints:

A written complaint will be acknowledged in writing within two working days.
Written complaints will be dealt with by the manager or their deputy or, if the complaint relates to the manager, by a senior manager.
Every written complaint will be thoroughly investigated and a written response given within 28 days (Where a complaint is likely to take more than 28 days, in a particularly serious matter where legal advice is taken, for instance, the complainant will be notified of the delay and the reason for it).
Complainants – and those who may be complained about – will be kept informed of the progress of any complaint as it is investigated.
Our commitment is that all written complaints will be treated entirely confidentially and with tact and sensitivity. Details of a complaints’ investigation will however be recorded for recording and inspection purposes.
Any decision made by the organisation will be fully explained. If a complaint is upheld then the organisation will apologise and suggest a plan by which the complaint can be resolved.

In cases where the complaint remains unresolved:

The complaint will be referred to one of the company’s directors.
Where a complainant remains unhappy with the outcome of the complaints process then they should discuss the matter with the local Ombudsman.
Where complainants escalate their complaint externally because they are dissatisfied with the local outcome, Cavendish Homecare Professionals will cooperate fully with any independent review/process.

Management duties

Managers have a duty to:

Uphold the human rights of people receiving a service to express their opinions and complain if they wish.
Ensure that this policy is operated throughout the organisation at all times and to keep all aspects of it monitored and under review.
Communicate this policy to employees, agency staff, and relevant others.
Ensure that all staff are fully trained in dealing with complaints and are aware of the complaints policy and procedure.
Ensure that all clients are given full details of the complaints procedure, in a form which is accessible and understandable to them, and have these details explained to them if they require it.
Respond to all complaints according to this process, treating all complaints fairly and impartially and keeping complainants informed at all stages.
Keep a documented audit trail of the steps taken and the decisions reached.
Investigate all complaints fully.
Review the history of complaints on a regular basis to establish and investigate any trends or patterns which will contribute to the continuous quality improvement and assurance processes in the organisation.
Drive forward improvements to the service as a result of complaints investigations or reviews, ensuring that lessons are learnt.
Ensure that no clients, or their families or loved ones, are discriminated against or subjected to poor treatment or care as a result of having complained.
Ensure that the complaints procedure is regularly reviewed to ensure that it remains ‘fit for purpose’ and has any necessary improvements made – all such reviews should include feed back and involvement from clients and their families.
Provide training and guidance as appropriate and to ensure the attendance of staff, including training on induction and management courses covering respect for clients and the complaints procedures.

Staff duties

Staff have a duty to:

Respect clients’ privacy and dignity at all times and treat clients with sensitivity, respect and thoughtfulness.
Respond to all verbal complaints in a friendly, reasonable and professional manner according to this policy, welcoming the complaint and suggesting a way to resolve the problem, offering to refer the complaint to a senior member of staff or manager if required.
Advise clients and their families and representatives about the complaints procedure.
Keep information about clients confidential and never discuss private or personal issues with a client in public or gossip about clients.

Date: January 2024

Version: 10 (Revision)

Source: Expert Care Manager