Complaints and Compliments Policy
Equality Statement
Appleberry Care is committed to providing a quality service. We need to hear from you if you have any complaints, suggestions, and compliments about the service you receive.
We use this valuable information to help us improve the services we provide for you. We take all complaints seriously and deal with them as quickly as possible.
What is covered by this policy?
· The definition of a complaint
· Who can make a complaint
· How a complaint can be made
· The complaint process
· Confidentiality
· Equality statement
· Monitoring of satisfaction and performance
The definition of a complaint
A complaint is:
‘An expression of dissatisfaction requiring a response’
Who can make a complaint?
Any service user of Appleberry Care, a representative or chaperone, any staff member, public or voluntary bodies and social services.
How can a complaint be made?
· In person
· By telephone
· By letter
· By email
· Via a member of staff
· Via another advocate or representative
The complaints procedure
A manager in the company deals with complaints. We will respond to you within 10 working days. If the complainant still feels dissatisfied then the director of Appleberry Care will investigate and respond.
Confidentiality
All complaints will be treated in confidence. Only the managers concerned and/or the director will be aware of the nature of the complaint and the investigation and response given.
Anonymous complaints - we will look into an anonymous complaint however it is better to provide contact details so that the complainant can be informed of the outcome. Appleberry Care is happy to deal with a third party named by the anonymous complainant so they can convey the outcome to the complainant without divulging their identity
Contact Details
By letter: The Manager, Appleberry Care, 5 The Alders, off Windsor Lane, Burnham, Bucks. SL1 7HN
By telephone: - 01628 662123
By email: - or
THE PROCEDURE
Complaints procedure Stage 1
Who can make a complaint, suggestion or compliment?
Anyone receiving a service or who is affected by a service from Appleberry Care can make a complaint, suggestion, or compliment about out service. A carer, friend, relative, social worker, or advocate can make a complaint on your behalf if you prefer.
How to make a Stage 1 complaint (informal)
You can make a stage 1 informal complaint by speaking to the Appleberry Care manager who will listen to your concerns and let you know there and then or within 7 days (latest) of what s/he has done in response to your complaint. If the process is going to take longer the manager will inform you.
What might you complain about?
You can complain about any part of our service you are unhappy with. This may include the quality of service you receive. Ideally the complaint must be made within 7 days of the event you are complaining about otherwise it gets more difficult to investigate.
All your complaints, suggestions and compliments will be dealt with in the strictest confidence. In some cases this process will take longer but we will always keep you informed of the reason for this and agree a deadline for conclusion.
What happens if you are not happy with the response to your complaint?
If for any reason you are unhappy with the response from the manager, you should contact the manager who will arrange for your complaint to be investigated further under Stage 2 of our procedure. You should contact the care manager within 14 days of receiving their response to your stage 1 complaint.
However if the complaint is more serious and you wish to skip stage 1 and go straight to stage 2 which is the start of the more formal procedure you may.
Complaints Procedure Stage 2
You may wish to take a complaint to stage 2 of Appleberry Cares complaint procedure if you are dissatisfied with the process or outcome following your initial complaint or if you feel your complaint is too serious to be dealt with at stage 1 and you want to skip to stage 2 of the process.
Stage 2 of our procedure is explained below:
· How do you request a stage 2 investigation?
· Who will investigate your complaint?
· What will the investigator do?
· How long will the process take?
· What happens if you are still unhappy?
How do you request a Stage 2 Investigation?
To request a stage 2 investigation, you should contact the care manager within 7 working days of receiving your response to your stage 1 complaint. If you prefer you may use the complaints record sheet to record your concerns. One of these forms will be sent to you if you contact the Appleberry Care office (see contact details).
On receipt of you complaint in writing the care manager will arrange a meeting with you to discuss your complaint in detail. Once the detail of the complaint has been agreed your complaint will be registered in our complaints file.
Who will investigate your complaint?
The care manager (or Director if necessary) will be appointed to look into your complaint in more details.
What will the care manager/director do?
The care manager/director will investigate the circumstances of your complaint, and prepare a written report, detailing the findings and any recommendations for resolution.
How long will the investigation take?
The investigation should be completed within 28 days of receipt of your complaint. In some cases this may take longer, but you will always be informed of this
What happens after the investigation?
The care manager/director will write to you about the findings and recommendations made in the report and copy in the director.
What happens if you are still unhappy?
If you are still unhappy following the response to Stage 2 you can ask for your complaint to be moved to stage 3. This request must be put in writing within 7 days of receiving our letter of response to your stage 2 complaint.
The letter should be sent to:-
Lisa or Mark Vaughan, Director, Appleberry Care, 5 The Alders, off Windsor Lane, Burnham, Bucks. SL1 7HN or send to
Complaints Procedure Stage 3
Please see the information below on how to take a complaint to stage 3.
What happens at Stage 3?
Will you be invited to a meeting?
Can you bring someone with you if you do attend?
Who will be at the meeting?
What happens at the meeting?
When will you be told of the decision?
What happens if you are still unhappy?
What happens at Stage 3?
The director will meet to consider your complaint and the way in which it has been handled.
Will you be invited to the meeting?
Yes. You can also ask a representative to attend with you or instead of you, please let us know if you wish to have someone with you.
Can you bring someone with you if you do attend?
Yes. You may find it helpful to bring your social worker, friend, or relative to support you (an advocate). Please talk with the director about this if you wish to have information on independent advocates.
Who will be at the meeting?
The company director
The complainant (optional)
Any representative the complainant requests attend e.g.) social worker
What happens at the meeting?
You or your representative will explain your case to the director who will then review your case by asking questions to help them with their decisions
When will you be told of the decision?
A letter will be sent out to you within 7 days of the meeting to inform you of the review and the decisions made. This letter will also be circulated to all who attended the meeting
What happens if you are still unhappy?
If you are still unhappy with this decision you can at any time complain to the Care Commission, the regulatory body for an independent investigation of the matter.
CQC South East, Citygate, Gallowgate, Newcastle upon Tyne. NE1 4PA
Email:
Compliments
If you would like to compliment Appleberry Care on any aspect of its service, please do so by using one of the following:
By letter: The Manager, Appleberry Care, 5 The Alders, off Windsor Lane, Burnham, Bucks. SL1 7HN.
By telephone: - 01628 662123
By email: - or
References: Complaints Form
Compliments Form
Page 4 of 4 reviewed August 2016 (LV)) Complaints and Compliments