Complaints Policy
We will ensure that all our clients are aware of this policy and how to make a complaint.
It is our policy that all comments, suggestions, and complaints are dealt with quickly and effectively. All complaints are treated sensitively, considering the individual circumstances.
We shall make every effort to provide the best possible service. However, there may be occasions when people are not happy with the service and therefore, we recognise the right of all clients, and members of staff to inform us of any problems or complaints (however small) which will be listened to and acted upon.
We will ensure that clients or those acting on their behalf who make a complaint are treated in a manner that respects their human rights and diversity in a fair and equal manner.
We will make every effort to resolve complaints to the complainants satisfaction unless the complaint cannot be upheld or is outside our remit or our responsibility.
We are always looking to improve our services and promote a no blame culture. All comments, suggestions or complaints regardless of how small they may appear will be treated seriously.
Our general policy is based on the requirements of The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.
2.0 PRINCIPLES AND GOALS
We are committed to the six principles of good practice in the management omplaints, as identified by the Health Services Ombudsman:
- Getting it right.
- Being customer focused.
- Being open and accountable.
- Acting fairly and proportionately.
- Putting things right.
- Seeking continuous improvement.
The goals of our complaint’s procedure are to: take a flexible approach towards handling individual complaints which focuses on the needs and wishes of the people involved. keep the procedure simple so that it is much easier for people to share experiences and for service to respond.
3.0 MAKING A COMPLAINT
Complaints should be made within 12 months of the incident happening or of the person.
becoming aware of the incident and should be addressed to the provider of the service.
The member of staff who has been designated to manage complaints in the agency is:
Janet Beacham Director Address: The North Colchester Business Centre,
340 The Crescent, Colchester, Essex CO4 9AD Telephone: 01206593750
email janet@swiftcaresolutions.com
All complaints will be acknowledged within 3 days of receipt by our complaints manager, who will offer to discuss the complaint within that time and keep them informed of the progress of any investigation. Every effort will be made by the complaints manager to assist the complainant with the complaints procedure and by our service to rectify and learn from the complaint .On completion of the investigation, the complaints manager will make arrangements to discuss with the complainant the outcome of the investigation: how it has been resolved, what actions were taken/lessons learnt.
If you are not still not satisfied with outcome contact Miranda Humphreys Director
Telephone: 01206 593750 E-mail: miranda@swiftcaresolutions.com We hope that by
following the above procedures we are able to resolve and satisfy your concerns.
4.0 STAFFING COMPLAINTS OR CONCERNS
Where member of staff has a complaint they should in the first instance report it to Janet Beacham Director E janet@swiftcaresolutions.com T 01206 593750
If still not satisfied with outcome contact Miranda Humphreys Director
Telephone: 01206 593750 E-mail: miranda@swiftcaresolutions.com We hope that by following the above procedures we are able to resolve and satisfy your concerns.
If a member of staff has a concern about the treatment, health and wellbeing of a service user whilst on an assignment they must inform the home manager immediately who will consider if it is a safeguarding incident and take appropriate action to protect the service user. The staff member also has a duty to report their concerns to Swift Care Solutions
EXTERNAL CONTACTS
Circumstances where you would rather report a concern to an outside body. The following are a list of external contacts for you to consider:
The Care Quality Commission http://www.cqc.org.uk/contact-us • Phone: 03000 616161 •
Email: enquiries@cqc.org.uk
Address: Care Quality Commission Citygate Gallowgate Newcastle upon Tyne NEI 4PA
Independent charity Public Concern at Work
0808 168 0225 or by email at advice33@pcaw.co.uk. They can talk staff through the options address is www.pcaw.co.uk
Essex Local Authority Safeguarding Board: Address: County Hall, Chelmsford, Essex CMI IQH Telephone: 0345 6037634
Suffolk Safeguarding Partnership; Telephone 01473 265359
Address: Endeavour House, 8 Russell Road, Ipswich, Suffolk Il) 1 2BX