Our Complaints Procedure


Health and Social Care Standards:
I have confidence in the organisation providing my care and support

Standard 4.20 -  I know how, and can be helped, to make a complaint or raise a concern about my care and support.
Standard 4.21 -  If I have a concern or complaint, this will be discussed with me and acted on without negative consequences for me.

Principle: Responsive care and support

Policy Statement

A complaint is an expression of dissatisfaction or displeasure, whether justified or not, made about the standard of service received or a lack of action by the Care service or its staff, affecting a person or group of people.

People should know how, and can be helped, to make a complaint or raise a concern about their care and support. People should be confident if they have a complaint or concern, this will be discussed with then and acted on without negative consequences to them.

The purpose of this procedure is to ensure that if someone wishes to make a complaint or raise a concern, they should find it easy to do so. To ensure that all complaints are taken seriously, and that complaints and worries are listened to and acted upon. Parklands aims to ensure that all complaints are handled effectively and efficiently, and accurate records are maintained. We aim to ensure that a positive outcome is achieved for all concerned.

The scope of the procedure applies to any complaint/concern received by any means (verbally, by telephone, fax, email or letter). The scope does not include members of staff and is not part of the Disciplinary Procedure. – (see Grievances)

RESPONSIBILITY
It is the responsibility of each Manager, Shift Leader or Nurse to ensure that any issues are documented and, where possible, resolved.

PROCEDURE

Overview
It is Parkland's policy to welcome complaints and concerns and look upon them as an opportunity to learn, adapt, improve and provide a better service. Parklands recognise that many people find it difficult to raise concerns and complaints are not personal criticisms.

Parklands believe that most complaints, if dealt with early, openly and honestly, can be resolved at a local level between the complainant and each service.

People can make informal or formal complaints and concerns verbally or in writing. An informal complaint could be a small issue that could be concluded swiftly and easily.  Every complaint is important to the person making it. The style, content and format should be easily understood by all parties. The Operations Director and Quality Improvement Lead require to be informed about all formal complaints.

Informal Complaints, (Verbal or Written)

If a person is not happy with the level of care, they or someone who is receiving care we would encourage them to first speak to the manager of care service. This is often the quickest way to resolve any issues.  

If the issue is not resolved satisfactorily for the person, for whatever reason, they can take this forward as a concern or complain and this will be documented using a Comments, Compliments, Concern Form.

All concerns and complaints are taken seriously, listened to and acted upon.

Immediately, or as soon as is reasonable possible, that a concern or informal complaint is made, it must be recorded in the Comments, Compliments, Concern Form. This may be by the person raising the issue, another person or the Manager but must be done at the time.

The Manager, shift leader or person in charge should ensure the concerns or informal complaints raised are, resolved and dealt with satisfactorily as soon as possible.

The person raising the issue should be informed of the outcome, verbally or in writing as part of the action taken. No further documentation should be required. However, if they person who raised the concern or informal complaint wishes to discuss the outcome further, this should be arranged with the manager, Area manager, Quality Improvement Lead or Operations Director.

Formal Complaints

We take all complaints seriously.

A Comments, Compliments, Concern Form will be completed by the person making or receiving the complaint. The Quality Improvement Lead and Operations Director must be notified of all formal complaints at this time.

The person should be informed at the outset that they can contact the Care Inspectorate directly at any stage by either:

•    filling in their complaints form online
•    calling them on 0345 600 9527 or
•    by emailing them at concerns@careinspectorate.gov.scot  

All Complaints must be logged on a Comments, Compliments, Concern Form. This must be regularly updated when the investigation has taken place and a resolution decided.  All relevant documentation will be held in the Manager’s Office.

Each service will maintain a Comments, Compliments, Concern Folder where records and correspondence relating to the complaint placed in this folder.  If sensitive and confidential, a formal complaints file will be created and held in the Managers Office.

The Quality Improvement Lead will write a letter to acknowledge and clarify the complaint ensuring we have understood the person’s complaint correctly. This should be carried out within three working days of the receipt of the complaint.

The Quality Improvement Lead will decide who is best suited to investigate for impartiality and may allocate the investigation of the complaint to a member of the management or senior management team.

The person investigating the complaint is responsible for the gathering and analysis of all relevant and is responsible for ensuring that investigations are in line with good practice. Every effort will be made to bring the investigation to a swift resolution.  We aim to complete complaint investigations within 14 days, however this may, on occasions, take a little time. The person investigating the complaint will keep the complainant informed of progress.

An investigation report will be completed by the person investigating the complaint and sent to the Quality Improvement lead. The Operations Director, Elaine Taylor and the Managing Director, Ronald Taylor will also be copied in to the investigation report and will decide on the course of action, normally within 7 days of receipt.

The person making the complaint will be contacted in writing  by the Quality Improvement Lead with the outcome of the investigation and resolution of the complaint within 20 days of receipt of the complaint.

Under the Duty of Candour Procedure (Scotland) Regulations 2018 and Health (Tobacco, Nicotine etc. and Care) (Scotland) Act 2016, we are expected to provide a duty of candour. The key principles are to provide honesty where an unintended or unexpected event has occurred resulting in death or harm. There must be transparent disclosure as being candid engenders greater trust from patients and people who use our services. There will be emphasis on learning, change and improvement to avoid recurrence of the incident to someone else.

In summary this means we will:

•    take all complaints seriously
•    record all formal complaints on a Comments, Compliments, Concern Form
•    inform the person making the complaint that they may refer the complaint to the Care Inspectorate at any time.
•    keep an accurate record of formal complaints received and all relevant documentation in the complaints file.
•    aim to complete the investigation and inform them of an outcome within 20 days. This may be longer depending on the complexity of the complaint and the nature of the investigation.
•    let the person know if we think there will be a delay and give them the reasons for the delay.
•    let the person know the findings and the outcome of the complaint.
            
Other References: Comments, Compliments, Concern Form; Comments, Compliments, Concern   Folder; Duty of Candour records.