The Complaints Procedure
Stage one: local resolution
Care Connecxions UK Ltd works on the basis that wherever possible, complaints are best dealt with directly with the service users by its staff and management, who will arrange for the appropriate enquiries to be made in line
with the nature of the complaint. This can involve using an independent investigator as appropriate or if the complaint raises a safeguarding matter a referral to the local adults safeguarding authority.
Stage two: Complaints review
In line with national guidance Care Connecxions UK Ltd recognises that if the complaint is still not resolved, the complainant has a right to take their complaint to the body responsible for the commissioning of the service eg local
authority and / or health service (again depending on the nature of the complaint and type of service involved).
Stage three: Independent external adjudication
If complainants are still dissatisfied with the management and outcome of their complaint Care Connecxions UK Ltd is aware that they can refer the matter to Local Government Ombudsman / Health Service Ombudsman / in respect of
some private health care providers through the Independent Healthcare Advisory Services (IHAS) for external independent adjudication.
Role of the Care Quality Commission
Care Connecxions UK Ltd makes its users aware that the Care Quality Commission does not investigate any complaint directly, but it welcomes hearing about any concerns. It accordingly provides users with information about how to contact the CQC by referring them to the CQC’s leaflet “How to Complain about a Health or Social Care Service” (July 2013)”, (available on the CQC website).
Care Connecxions UK Ltd also sends to the CQC any information about complaints requested or required as part of CQC’s compliance reviewing policy.
Safeguarding Issues
In the event of the complaint involving alleged abuse or a suspicion that abuse has occurred, Care Connecxions UK Ltd refers the matter immediately to the local adults safeguarding authority which will usually call a strategy meeting to
decide on the actions to be taken next. This could entail an assessment of the allegation by a member of the Safeguarding Authority team. (See the Safeguarding Service Users from Abuse or Harm policy.) Care Connecxions
UK Ltd has a statutory responsibility to notify the Care Quality Commission on all safeguarding allegations of abuse.
Verbal Complaints Care Connecxions UK Ltd adopts the following procedures for responding to complaints and concerns made verbally to staff or to Care Connecxions UK Ltd.
1. All verbal complaints, no matter how seemingly unimportant, are taken seriously.
2. Front-line care staff who receive a verbal complaint are instructed to address the problem straight away.
3. If staff cannot solve the problem immediately they should offer to get the manager to deal with the problem.
4. All contact with the complainant should be polite, courteous and sympathetic. There is nothing to be gained by staff adopting a defensive or aggressive attitude.
5. At all times staff should remain calm and respectful.
6. Staff should not make excuses or blame other staff.
7. If the complaint is being made on behalf of the service user by an advocate it must first be verified that the person has permission to speak for the service user, especially if confidential information is involved. It is very easy to assume that the advocate has the right or power to act for the service user when they may not. If in doubt it should be assumed that the service user’s explicit permission is needed prior to discussing the complaint with the advocate.
8. After talking the problem through, the manager or the member of staff dealing with the complaint will suggest a course of action to resolve the complaint. If this course of action is acceptable then the member of staff will clarify the agreement with the complainant and agree a way in which the results of the complaint will be
communicated to the complainant (ie through another meeting or by letter).
9. If the suggested plan of action is not acceptable to the complainant then the member of staff or manager will ask the complainant to put their complaint in writing and give them a copy of Accolade Care Services UK Ltd’ complaints procedure.
10. Details of all verbal complaints are recorded in the complaints book by the staff or managers who receive the complaint and on the individual’s care records with information on how a specific matter was addressed. Written Complaints
Care Connecxions UK Ltd adopts the following procedures for responding to written complaints.
Preliminary steps
1. When a complaint is received in writing it is passed on to the registered manager who records it in the complaints book and sends an acknowledgment letter within two working days, which describes the procedure to be followed.
2. The registered manager deals with the complaint throughout the process.
3. If necessary, further details are obtained from the complainant.
If the complaint is not made by the service user but on the service user’s behalf, then consent of the service user, preferably in writing, is obtained from the complainant.
4. If the complaint raises potentially serious matters, advice will be sought from a legal advisor. If legal action is taken at this stage any investigation under the complaints procedure should cease immediately pending the outcome of the legal intervention.
5. A complainant, who is not prepared to have the investigation conducted by the organisation or is dissatisfied with Care Connecxions UK Ltd’ response to the complaint is advised to contact the organisation
or organisations responsible for commissioning their services (local authority / and or health service) for a review of their complaint.
6. The complainant then has the option of taking the matter to an independent external adjudication and will be referred to the information provided by the CQC in its leaflet “How to Complain about a Health or Care Service” (July 2013)
Investigation of the Complaint
1. Immediately on receipt of a written complaint Care Connecxions UK Ltd will acknowledge the complaint within 3 working days and launch an investigation, and aims within 28 days to provide a full explanation to the complainant, either in writing or by arranging a meeting with the individuals concerned.
2. If the issues are too complex to complete the investigation within 28 days, the complainant will be informed of any delay and the reason for the delay.
Meeting
1. If a meeting is arranged the complainant is advised that they may, if they wish, bring a friend or relative or a representative such as an advocate.
2. At the meeting a detailed explanation of the results of the investigation is given and an apology if it is deemed appropriate (apologising for what has happened need not be an admission of liability).
3. Such a meeting gives the organisation the opportunity to show the complainant that the matter has been taken seriously and has been thoroughly investigated.
Follow-up action
1. After the meeting, or if the complainant does not want a meeting, a written account of the investigation is sent to the complainant.
2. This includes details of how to take the complaint to the next stage if the complainant is not satisfied with the outcome.
3. The outcomes of the investigation and the meeting are recorded in the complaints book and any shortcomings in procedures are identified and acted upon.
4. The management reviews all complaints to determine what can be learned from them. It regularly reviews the complaints procedure to make sure it is working properly and is legally compliant.
Safeguarding
Care Connecxions UK Ltd complies with Regulation 13 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, Safeguarding service users from abuse and improper treatment. The organisation continues to
give the safeguarding of its service users the utmost priority. The organisation works closely with the local adults safeguarding authority over any issues relating to the safety of its service users from any kind of harm, and with the
Care Quality Commission where involved.
Duty of Candour
Care Connecxions UK Ltd aims to meet its statutory requirements to be open and transparent with its service users if it makes mistakes when providing care and treatment that result in their suffering, moderate or serious harm. These
situations must be notified to the Care Quality Commission under Regulation 20 of the Health and Social Care Act 2008 (Registration) Regulations (as amended in 2015) “Notification of Other Incidents” and trigger a formal requirement to
exercise a duty of candour as defined in Regulation 20 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
Care Connecxions UK Ltd understands that it must always act in an open and transparent way with service users and the people closely involved in their care.
This is reflected in our Statement of Purpose and our Leadership and Management policy and in all of Care Connecxions UK Ltd’ relationships with its users and others involved in their care and treatment.
Care Connecxions UK Ltd understands that it owes a duty of candour particularly when things go wrong with service users’ care and treatment. Thus it recognises that whenever an incident has occurred, which must be notified to the Care Quality Commission (CQC) (under Regulation 18 described above), it must also carry out the following actions.
The registered provider/registered manager or a suitable person in authority acting on behalf of the registered provider or registered manager will (in addition to notifying the CQC):
be open with the services user and other relevant persons about the
incident
provide suitable support to the service user and others affected by
the incident
explain directly and in person to the service user and / or their
representatives exactly what has happened
apologise, for example express sorrow and regret for what has
happened
say what is being done to investigate and learn the lessons from
what has happened and further actions that might be taken
undertake to put in writing what has happened and the apology
keep full records of the incident, including all associated
correspondence and the actions that have been taken to carry out the duty
of candour with the service user and / or representatives.
Quality Assurance
Care Connecxions UK Ltd is ISO 9001 (2015) Accredited. Care Connecxions UK Ltd complies with the Regulations of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, Assessing and monitoring the quality
of service provision. We are always keen to provide the best possible service and to do this we continually check on what we are doing, talk with our staff and with outsiders who have opportunities to see and judge our work, and above
all listen to our customers. This process is called quality assurance.
It involves:
an annual visit to all service users by a supervisor or a manager to hear your views at first hand
regular supervision meetings between each care worker and their line manager
an annual survey of service users, and where appropriate their relatives or representatives, to obtain views and opinions
careful checks on all service user files, timesheets and other records.
In addition to these opportunities, please feel free to let us have your views at any time. We need to know how we are doing, and you are best placed to tell us.
Inspection by CQC
Under the Data Protection Act 1998 we have a legal requirement to inform you when we collect information from you, of how we use your personal data and who it may be shared with. We are regulated by the Care Quality Commission,
and as such they have a statutory obligation to inspect our services under their regulatory function. We therefore are required to pass on the contact details we hold for you to the CQC, to enable them to make contact with you and ask you
how you feel about the services we are providing for you. Please be assured that we do not pass on any of your personal information.