Raising Complaints

Step 1
When a complaint is raised to staff, staff will make an effort to resolve it immediately to the satisfaction of the complainant.

Step 2
Staff will apologise for the fact that 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
Formal acknowledgement of all complaints received (whether verbal or written) will be sent within 3 working days to the complainant. This could be via letter or email. Resolution Care Ltd will have a local system in place to manage out-of-hours and weekend complaints received.
The 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 the following:
​​​​​​​​​​​​​​1. A summary of the issue from the complainant’s point of view
2. Details of the evidence and sources consulted in order to investigate the issue fully and fairly
3. A presentation of the findings for each issue clearly and concisely described
4. 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
5. An explanation of the outcome and whether any remedial action or learning points arise from the investigation of that issue
6. An apology where the issue is upheld and shortcomings or failings have been found
7. The complainant's rights if not satisfied with the outcome to refer to The Local Government and Social Care Ombudsman
8. 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, Resolution Care Ltd will support the complainant to access further support (refer to section 5.6)

If an investigation of a complaint results in disciplinary action against staff within Resolution Care Ltd, the complaint will continue to its conclusion. The complainant will be informed that the investigation has led to the disciplinary process, but the details of the outcome or ongoing investigation will remain confidential.

Unresolved Complaints There are many bodies that can support with, or will need to be informed of, unresolved complaints and it is important to note that, due to the current coronavirus pandemic, helpline opening times and ways of communicating may vary across each organisation:

The Care Quality Commission The Care Quality Commission will not investigate complaints on behalf of individuals but does like to be informed of any concerns regarding a care provider, such as poor care that has been seen or experienced. Information given to the CQC will help to prevent others from going through the same experience and can be fed back via:

Website www.cqc.org.uk Email enquiries@cqc.org.uk Address: Care Quality Commission (CQC) National Correspondence Citygate, Gallowgate Newcastle upon Tyne NE1 4PA Tel: 03000 616161

The Local Government and Social Care Ombudsman (for those Service Users that are funded by local authority-funded social services care or self-funded) Individuals have the right to raise their complaint with the Local Government and Social Care Ombudsman. This is a free service and individuals can contact their Local Government and Social Care Ombudsman via: The Local Government and Social Care Ombudsman

PO Box 4771
Coventry CV4 0EH Tel: 0300 061 0614
Email: advice@lgo.org.uk
Website:: https://www.lgo.org.uk/
Complaint form: https://www.lgo.org.uk/complaint-form
Individuals must be advised that the Local Government and Social Care Ombudsman will not investigate the complaint until the provider has had the opportunity to respond and resolve the matter in the first instance.

Parliamentary and Health Service Ombudsman (for Service Users that are NHS funded) Individuals have the right to raise a concern about a service that is NHS funded. This is a free service and individuals can make contact via: Telephone 0345 0154033 Email phso.enquiries@ombudsman.org.uk Website www.ombudsman.org.uk Address: Parliamentary and Health Service Ombudsman, Millbank Tower, 30 Millbank, Westminster, London, SW1P 4QP Beauty Kumbirai Nhende-Garanganga can also signpost individuals to Healthwatch and the local Independent Complaints Advocacy Service (ICAS).

Integrated Care Systems Individuals can make a complaint about a health service they are receiving or have received and can discuss this with the commissioner of the service. Local contact details can be located here.

Local Authority Complaints Teams Individuals have the right to raise concerns and complaints about adult social care regardless of whether or not they pay for their own Care or if the Council funds it. Individuals can make a complaint about organisations who provide services on the Council's behalf. The contact details for the Local Authority Complaints Team are:

Complaints Department, Staffordshire County Council or Complaints Department, Warwickshire County Council

Professional Bodies If a complaint involves the serious misconduct of a healthcare professional, their relevant professional body can be informed and this is determined on an individual case basis in discussion with the Registered Manager(Beauty Nhende-Garanganga).

For any external bodies managing complaints, Resolution Care Ltd will work with the external body providing information as requested, within any agreed timescales expected.