POLICY
Walsingham Community Homes recognises that however much goodwill is invested in delivering high quality services, a clear and well-publicised complaints' procedure is necessary. This to be made available and accessible and in a format that the individual is able to follow.
We wish to make it absolutely clear that if any resident/tenant or their representative pursues a complaint they will be treated no less favourably as a result, regardless of the outcome.
We recognise that some residents/tenants will need help in making a suggestion or pursuing a complaint. Walsingham will endeavour to find someone who can represent their interests as if they were their own.
Alternatively resident/tenants have the right to contact the Registration Department who must be notified of each complaint.
DEFINITIONS
'Suggestion':
A suggestion, minor complaint, criticism or other comment about any aspect of the care and services currently provided by Walsingham Community Homes or which the Complainant believes should be provided.
'Suggestions Book':
A book to be kept in each home for recording Suggestions.
'Complainant':
A resident/tenant, or a person who represents their interests and who may be a relative, friend or other person known to the resident/tenant.
'Complaint':
A formal complaint about any aspect of the care and services provided to the resident/tenant in accordance with the resident/tenant's contract with Walsingham Community Homes.
'Complaints Book':
A book kept in each home for recording Complaints.
'Appeal Panel':
The Chief Executive and two other people appointed by him.
SUGGESTIONS
A resident/tenant or person acting on their behalf may make a Suggestion either orally or in writing to the Team Leader.
A resident/tenant may ask a member of staff to help them make a Suggestion.
The Team Leader must reply within six days, explaining what action will be taken, if any, and the reasons for this.
Full details of the Suggestion must be recorded in the Suggestions' Book. If the Suggestion and/or Team Leader's response is in writing, copies should be placed in the Suggestions' Book.
COMPLAINTS' PROCEDURE
Assistance for the Complainant
A resident/tenant may ask another person to assist them in making a Complaint. This may be a friend, relative or another person they know.
A resident/tenant may ask a member of staff to help them find someone who can assist them with making a Complaint, or who can make a Complaint on their behalf.
Staff should only assist the resident/tenant if no other person can be found to represent their interests.
Initiating the Complaint
A Complaint can be made orally or in writing, and should, in the first instance, be addressed to the Team Leader.
The Service Manager must be notified as soon as possible.
Walsingham Community Homes will endeavour to complete the Complaints' Procedure within four weeks, or will explain the reasons for the delay to the Complainant (and to the Registration Officer, where appropriate).
Investigating the Complaint
The Service Manager will ensure the following:
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that a record is made in the Complaints' Book of the substance of the Complaint and the name of the Complainant (or resident/tenant, where another person is representing their interests)
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that the substance of the Complaint is discussed with the Complainant (and with the resident/tenant where another person is representing their interests)
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that the substance of the Complaint is investigated
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that such action as s/he considers appropriate is taken
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that the Complainant is informed of the outcome of their investigations including any action which will be taken as a result of the Complaint being made
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that the results of the investigation and any subsequent action are recorded in the Complaints' Book.
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That the Regional Manager is given a copy of the resultant outcome.
Appeals
A Complainant who is dissatisfied with the investigation of their Complaint may appeal to the Chief Executive of WCH who will:
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establish an Appeal Panel
arrange for the Appeal Panel to examine the Complaints' Book -
discuss the Complaint, the investigation, and any action taken by the Service Manager
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invite the Complainant to discuss the Complaint, the investigation and any action taken with the Appeal Panel
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take such action as the Appeal Panel considers appropriate
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inform the Complainant and the Registration Officer in writing of the Appeal Panel's decision and any action taken (by them).
LOCAL AUTHORITY'S COMPLAINTS' PROCEDURE
The Complainant may use the local authority's complaints' procedure; they have the right to do so at any stage in the Walsingham Complaints Procedure or as an alternative.
Complaints should be directed to:
Name:
...............................................................................
Position:
...............................................................................
Address:
...............................................................................
...............................................................................
...............................................................................
Phone No:
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