COMPLAINTS PROCEDURE

1. Each unit must display the Complaints Procedure and have a Complaints Book which will be held by the Administrators.
2. New residents and their relatives must be issued with the Complaints Procedure on admission.
3. Complaints should be seen as a positive contribution, to enable the company to meet customers’ needs.
4. When a written or verbal complaint is received concerning a specific function, service, or member of staff, the receiving member of staff must take immediate action to ensure that the complaint is dealt with efficiently, effectively and in a fully informed manner.
5. Staff should listen to the complainant then ask them if they would assist in completing a Complaint Record Sheet. A copy of the Company Complaints Procedure should be given to the Complainant.
6. The person receiving the complaint should supply a file note in addition to the Complaint Record Sheet. A file or briefing note is particularly important where the complaint has been made verbally and should include:

• The date, time and place where the complaint was received.
• The name of the staff member who received the complaint.
• A description of the nature of the complaint.
• Brief details of the dialogue which took place between the complainant and the staff member.
• The immediate action which was taken.
• The complainant’s response to that action, i.e. are they satisfied with the action being taken.
• Further action, commitment/contact which has been made with the complaint in order to resolve their problem.
• Copies of all information received will be placed in the appropriate file.

7. After completing a Complaints Record Sheet, the Head of Department or On Call Manager should be immediately informed.
8. The Head of Department or nominated deputy will open a complaints file and send the standard written acknowledgement within one working day to the complainant.
9. The Head of Department or nominated deputy will liaise and/or interview the appropriate staff and collect all information possible.
10. The Head of Department or nominated deputy will contact and/or meet with the complainant to discuss their concerns more fully. Personal contact from the Head of Department/nominated deputy can often have a positive effect on the investigating process.
11. A full reply containing the results of the investigation will be sent to the complainant within 21 days.
12. In complicated investigations or where key staff are on authorised leave, the final response may be slightly delayed, and the complainant will be advised of this.
13. If the complainant re-contacts the Head of Department after the final response has been sent refuting the final response, the complainant will be advised to contact a Director of the Company.