Complaints Summary
For a full copy of the Complaints, Suggestions and Compliments Policy please contact Eloise@countycarers.com or Rebecca@countycarers.com
County Carers Ltd is registered with the CQC for regulated activities, service types and service user bands as defined in the CQC Statement of Purpose. Ensuring County Carers Ltd provides services that are safe, effective, caring, responsive and well-led in line with the CQC’s published quality statements, regulatory framework and associated best practice guidance.
County Carers Ltd is registered to provide the following regulated activities: Personal Care, Treatment of disease, disorder or injury.
County Carers Ltd is registered to provide the following service types: Domiciliary care service.
County Carers Ltd is registered to support the following service user bands: Adults aged 18 – 65, Children aged 0 – 3, Children aged 4 -12, Children aged 13 – 18, Dementia, Learning difficulties or autistic disorder, Mental health, Older people (Aged 65+), People who misuse drugs or alcohol, People with an eating disorder, Physical disability, Sensory impairment.
The Registered Manager, Mrs Eloise Wakeford of County Carers Ltd, has overall management responsibility for this policy and procedure.
County Carers Ltd understands complaints to be an expression of dissatisfaction requiring a response, communicated verbally, electronically, or in writing. Complaints may be made by any Service User, their family or advocate acting on their behalf, with their consent or in their best interests.
County Carers Ltd takes complaints seriously. We will aim to put things right that have gone wrong and learn lessons to avoid the problem happening again. This policy sets out the framework for how County Carers Ltd will achieve this. County Carers Ltd will comply with legislation, national guidelines, regulation and best practice when managing complaints and suggestions. A systematic approach will be taken with all aspects of complaints and suggestions.
County Carers Ltd will ensure that its complaints and compliments process is fair and transparent and does not discriminate directly or indirectly because of the following:
The complainant will feel free to complain without fear of reprisal and will be treated with courtesy, respect and compassion. County Carers Ltd will ensure that the process for how to make a complaint and the feedback given to the complainant are provided in a way that meets the Accessible Information Standard and are in a format that the Service User can understand. For Service Users who require additional support such as an interpreter, advocate or any other support necessary, County Carers Ltd will acknowledge this and help people receive the support required to be able to complain should they wish.
County Carers Ltd understands that it can be difficult to separate a complaint from a concern and, ultimately both require action. Therefore, County Carers Ltd will follow this policy when there is any dissatisfaction with the service. A full record will be held of all complaints and concerns received regardless of the level of seriousness and means of communication. This approach allows an open and transparent culture around raising concerns in the earliest stage to allow resolution. A record of the complaint will also be held in the Service User’s care file and will be reported in line with contractual or regulatory requirements.
Where a complaint or concern is raised that relates to the Service User being harmed or likely to be harmed, County Carers Ltd will follow its Safeguarding Policy and Procedures in addition to the complaints procedures, seeking advice and guidance from the Wokingham Borough Council Safeguarding Adults Team and or other Local Authority escalating concerns in line with Wokingham Borough Council procedure. County Carers Ltd will also notify the CQC in line with its statutory duty.
County Carers Ltd has, and continues to develop, an open culture of continuous development which is instilled in everyone who works within the organisation, with a clear ethos of viewing concerns and complaints as opportunities for improvement. The management team at County Carers Ltd is responsible for ensuring compliance with this policy, regulations, improvement planning and for having arrangements in place to provide relevant reports and information regarding complaints.
Mrs Eloise Wakeford is the main point of contact for the receipt, investigation and management of complaints within County Carers Ltd. However, this may be delegated to a senior member of staff within County Carers Ltd who holds the experience, knowledge and competence to investigate and manage complaints. County Carers Ltd will ensure the procedure for raising a complaint is accessible and on the website of County Carers Ltd and in Service User information and guides. Alternative languages and formats will be available on request.
County Carers Ltd welcomes compliments and suggestions and recognises their importance in celebrating and recognising the success of its service and opportunities for improvement. We will engage with a wide range of stakeholders in addition to Service Users to support service development and improvement. We will share feedback with our staff.
County Carers will follow the One Compliant, One Response. County Carers Ltd will follow the Local Government and Social Care Ombudsman best practice (a link to which can be found in the Underpinning Knowledge section of this policy) and, where Service Users are receiving services from more than one organisation, it will ensure they can make a complaint to anyone and be provided with a single response following a joint investigation.
A Complaint can be made by Clients (Service Users), Someone acting on behalf of the Service User and with their written consent, e.g. an advocate, relative, Member of Parliament. Someone acting on behalf of the Service User who is unable to represent his or her own interests, provided this does not conflict with the Service User’s right to confidentiality or a previously expressed wish of the Service User.
Complaints can be received either verbally or in writing, and could be: In person, By telephone, In writing, Through a member of our staff, Through an advocate or representative.
Where someone complains verbally, County Carers Ltd will make a written record and provide a copy of it within 3 working days:
Verbal complaints can be made in person or via:
The Registered Manager Mrs Eloise Wakeford.
Address: County Carers, Devonshire Place, New Road, Crowthorne, RG45 6NA.
Telephone: 01344 949217
Written complaints can be made via;
Address: County Carers, Devonshire Place, New Road, Crowthorne, RG45 6NA.
Email: Eloise@countycarers.com
Email: Rebecca@countycarers.com
County Carers Ltd will ensure that Service Users are given information on how to make a complaint and the process once a complaint has been made, including any agreed timescales. County Carers Ltd will support individuals who wish to lodge a complaint by ensuring accessibility and providing the necessary assistance in line with the Accessible Information Standard. County Carers Ltd commits to offering information in various accessible formats such as easy read documents, audio versions, and translated materials through interpreters. Additionally, for Service Users who require additional support, County Carers Ltd will help to arrange advocacy services to assist individuals in navigating the complaint process, ensuring their concerns are heard and addressed effectively. This is to support the complaint process and ensure it is as inclusive and supportive as possible for everyone.
Complaints should be submitted within 12 months of the complaint arising.