Complaints procedure

Complaints

In the unlikely event there have a problem, we will do everything we can to resolve it quickly and courteously.

A complaint can be received either verbally or in writing and can be made by:

  • residents
  • someone acting on behalf of a resident and with their written consent, e.g. an advocate, relative, Member of Parliament. etc.
  • someone acting on behalf of a resident who is unable to represent his or her own interests, provided this does not conflict with the resident’s right to confidentiality or a previously expressed wish of the resident.

Time Limits for Submitting a Complaint

Complaints should be submitted within 12 months of the incident or concern arising. The time limit, however, can and should be waived, if:

  • it is still practical and possible to investigate the complaint (the records still exist, and the individuals concerned are still available to be questioned, etc.), and
  • the complainant can demonstrate reasonable cause for delay in making the complaint

It is at the discretion of the manager of the service if the time limit can be set aside.

Complaints Procedure:

Step 1

When a complaint is raised to staff, every effort will be made to resolve it immediately to the satisfaction of the complainant.

Step 2

Staff will apologise for the fact there was the need to complain in the first instance and explain the complaints process as described in the procedure steps.

Step 3

Staff will report the complaint to the most senior member of staff on duty and the complaint will be logged.

Step 4

An acknowledgement of complaints received (whether verbal or written) will be made within 72 hours. Each home will have a local process in place to manage out-of-hours and weekend complaints received.

The formal acknowledgement will include:

  • an invitation to meet and discuss the complaint;
  • who will be investigating the complaint;
  • how the investigation will be handled – the response should state what the investigation will be focused on;
  • a time limit for the investigation to be concluded. This should be 28 days, however, some cases may take longer and the complainant will be made aware of this;
  • the complaints procedure and contact details of bodies that can be accessed in the event of dissatisfaction with the outcome of the investigation.

Step 5

Following a full investigation, a response letter will be sent and this will include:

  • a summary of the issue from the complainant’s point of view details of the evidence and sources consulted in order to investigate the issue fully and fairly
  • a presentation of the findings for each issue clearly and concisely described
  • a conclusion, stating clearly whether the issue is “upheld”, “partially upheld” or “not upheld”; unless it is ineligible, in which case the reason for this will be given, e.g. out of time or out of jurisdiction
  • an explanation of the outcome and whether any remedial action or learning points arise from the investigation of that issue
  • an apology where the issue is upheld and shortcomings or failings have been found
  • the complainant’s rights if not satisfied with the outcome, to refer to The Local Government and Social Care Ombudsman
  • a signature from the responsible individual or sent by email in their name

Step 6

The complaint will be closed once confirmation has been received that there is satisfaction with the outcome. In the event of dissatisfaction, we will assist the complainant to access further support.

Taking your complaint further

If you are unhappy about the outcome of your complaint once it has been through our internal complaints procedure, there are several other avenues for your to explore.

Our Quality Team

Our Quality Team provides confidential and independent support for families via:

Tel: 07810 487150
Email: quality@canfordhealthcare.co.uk

Canford Healthcare Ltd
Maidstone Innovation Centre
Gidds Pond Way
Kent Medical Campus
Maidstone
Kent ME14 5FY

Other organisations

Other organisations that can support, or will need to be informed of, unresolved complaints include:

The Local Government and Social Care Ombudsman

Care and nursing home residents, whether they are self funded or funded by the local authority, have the right to raise their complaint to the Local Government and Social Care Ombudsman.

This is a free service and residents and/or their representatives can contact their Local Government and Social Care Ombudsman via:

Tel: 0300 061 0614
Email: advice@lgo.org.uk
Website: www.lgo.org.uk

The Local Government and Social Care Ombudsman,
PO Box 4771,
Coventry CV4 0EH

Complaints may also be made directly to the local authority, social services department or the NHS by any residents who are funded by those organisations. Please ask the home manager for further details.

Care Quality Commission

Residents or their representatives can escalate their complaint to the Care Quality Commission via:

Tel: 03000 616161
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk

Contact details for our Quality Team and outside organisation are displayed in our Reception. If you
would like a copy of our full Complaints, Suggestions and Compliments Policy and Procedure (QQ03),
please ask at reception.