There are many procedures in place that have been developed to enable providers and services in health and social care. In my working environment we follow both operational and local policies and procedures to ensure we meet our regulatory requirements as a registered care home. I have evidenced below the regulatory requirements I have implemented in my work setting. Included in the induction pack which is used to welcome individuals to the service has the following information included ‘ If you are unhappy with the care and treatment you have received , you have the right to; make a complaint, have the complaint investigated; and receive a full and prompt response.
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'Services in Health and Social Care'
The law states that all health and social care services must have a procedure for dealing efficiently with complaints. In the customer feedback policy which highlights how we receive and respond to complaints is a flow chart which gives precise information on what the process entails and the time scales in which each stage of the process will be completed. In our initial response to receiving a complaint a copy of the flow chart will be included.
A copy of the complaints procedure is available from members of staff on request or is accessible in the communal lounge. This is also discussed as stated previously regularly in service user meetings to encourage individuals to be more forthcoming in their concerns or complaints. A complaint can be made by numerous means for example, email, phone, letter, in person. If a complaint is received by phone a transcript of the complaint will be made available to the complainant.
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When dealing with complaints it is good practice to arrange for a note taker to make notes during any meetings to ensure accuracy of records. This also important to ensure both yourself and the complainant have a clear understanding of what has been said and what needs to be addressed. We recognise that making a complaint can be difficult and stressful therefore, we inform individuals of their right to support by means of an advocate or someone they feel comfortable with. One of the most important things for me as a registered manager is that service users and their family are not afraid to approach me or raise their concerns with me. It is equally important that service users feel at home and at ease at the service as, if this is not the case then we are not achieving our standards of care.
