Whilst Wisdom Healthcare aims to provide clients and their families with a first class service at all times and in all circumstances, it is recognised that there may be rare occasions where the service provided falls short of our own very high standards.
We are extremely keen that service users and their families should make us aware of such instances at the first available opportunity, so that we can investigate the incident and put the situation right as quickly as possible.
For this reason we have in place a formal complaints procedure which we make clients and their families aware of and free to use, should the need arise. In this context a complaint is any communication from a client or a member of their family, or from a carer or other visitor, either in verbal or written form, expressing dissatisfaction with anything relating to the provision of care.
The Operational Manager will receive the complaint and will record it in the initial complaints log, if possible, investigate the circumstances surrounding the complaint there and then. This is done with a view to achieving an immediate solution which will be acceptable to the person making the complaint and to make sure that our standards are maintained. Where it is not possible to solve the problem to the satisfaction of the parties concerned at the time, advice from appropriate organizations will be sought.
The Operational Manager will ensure that the complaint is acknowledged in writing within 7 days of receipt and a formal response provided within 28 days.
The Operational Manager will record all complaints on a Complaints Investigation Form. The Manager will:-
- Ensure that the relevant employee responds to the complaint and all other associated persons are advised of actions taken during all stages of the complaints procedure.
- Investigate the complaint and establish the facts.
- Determine if any policies and regulations have been broken.
- Attach all relevant documentation to the complaints investigation form.
- Ensure that necessary corrective action is taken.
- Inform the Registered Manager if the complaint takes longer than 28 days to investigate. In this event the Registered Manager will review the complaint and set in place the additional necessary actions to bring the complaint to a satisfactory end as soon as possible.
- After a full investigation the Operational Manager will relay a response to the complainant detailing the corrective action to be taken.
- Monitor the effectiveness of the action.
- Maintain a record of all complaints and regularly forward the Initial Complaints Log and the Complaints Investigation Forms to the Registered Manager who will monitor and analyse all complaints and report on the findings at management review meetings
Domiciliary care: national minimum standards, regulations
This document sets out the National Minimum Standards for domiciliary care agencies including local authority provision and NHS Trusts. They form the criteria by which the National Care Standards Commission will determine whether the agency provides personal care to the required standard. The purpose of these minimum standards is to ensure the quality of personal care and support which people receive whilst living in their own home in the community. These standards establish the minimum required; ie they identify a standard of service provision below which an agency providing personal care for people living in their own home must not fall.
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