Complaints policy

Our commitment

This policy is intended to ensure that complaints are dealt with properly, and that all complaints and comments by service users, their relatives and their carers are taken seriously.

It is not designed to apportion blame, to consider the possibility of negligence, or to provide compensation, and it is not the same as our disciplinary policy. We understand that failing to listen to or acknowledge a complaint can make problems worse.

Complaining will never affect the care you or your relative receives.

Regulation 16

Regulation 16 is one of the fundamental standards providers must meet to be registered. It requires that any complaint received is investigated, and that necessary and proportionate action is taken in response to any failure identified.

To comply, we make people aware of this policy, bring the complaints system to the attention of service users in a suitable format, help people to make a complaint, acknowledge and investigate all verbal and written complaints, and work with other services where a complaint is of a joint nature.

We must also provide the Care Quality Commission, within 28 days of a request, with a summary of complaints made, our responses, and any further correspondence.

Advocacy

We will make sure service users have access to an independent advocacy service where they need help to make a complaint, including where they lack the capacity or the means to make it without assistance. An advocate can support the person at every stage.

Where appropriate we will also give you the Care Quality Commission’s leaflet, "How to Complain About a Health or Social Care Service".

How to complain

Ring 0161 531 3233, email info@truecare247.co.uk, or write to us at Office 3, 197-201 Manchester Road, Altrincham, WA14 5NU.

Complaints should be made to the Registered Manager. If the complaint is about the Registered Manager, it should be made instead to our director, Bejoy Mathew.

You can complain on someone else’s behalf, and you can complain verbally or in writing — we treat both the same way.

Our timescales

These are the timescales in our policy and we hold ourselves to them:

• Every written complaint is acknowledged within two to three working days.
• Investigations into written complaints are held within 28 days.
• All complaints are responded to in writing.
• A named person is always responsible for administering the procedure.
• If an investigation will take longer, we will tell you why and when to expect a response rather than going quiet.

Stage one: local resolution

Wherever possible, complaints are best dealt with directly with the service user by our staff and management, who will arrange the appropriate enquiries in line with the nature of the complaint.

This can involve using an independent investigator where that is appropriate, or — if the complaint raises a safeguarding matter — a referral to the local safeguarding adults authority.

Stage two: complaints review

If the complaint is still not resolved, you have the right to take it to the body responsible for commissioning the service — usually the local authority or the health service, depending on the nature of the complaint.

A self-funding service user whose care has no local authority involvement is entitled to complain directly to the Local Government and Social Care Ombudsman.

Stage three: independent external adjudication

If you remain dissatisfied with the management and outcome of your complaint, you can refer the matter for external independent adjudication.

That is the Local Government and Social Care Ombudsman (lgo.org.uk, 0300 061 0614) for self-funded care, or the Health Service Ombudsman — in respect of some private healthcare providers, through the Independent Healthcare Advisory Services.

The role of the Care Quality Commission

The CQC does not investigate individual complaints, but it does want to hear about the quality and safety of care. You can contact them at cqc.org.uk or on 03000 616161, at any point — you do not need to complain to us first.

Our CQC registration is ID 1-19060952906.

Safeguarding

If a complaint raises a safeguarding matter it is dealt with under safeguarding procedures rather than this policy, and referred to the local safeguarding adults authority.

If you believe someone is at risk of harm or abuse, do not wait for a complaints process. Contact the adult safeguarding team at the relevant local authority, or ring the police on 999 if someone is in immediate danger. We will always support a safeguarding referral, including one made about us.