A complaint can be received by Willows Care Home either verbally or in writing and can be made by:
- Someone acting on behalf of a Resident and with their written consent, e.g. an advocate, relative, Member of Parliament
- Someone acting on behalf of a Resident who is unable to represent his or her own interests, provided this does not conflict with the Resident’s right to confidentiality or a previously expressed wish of the Resident.
Time Limits for Submitting a Complaint
Complaints should be submitted within 12 months of the incident or concern arising. The time limit, however, can and should be waived, if:
- It is still practical and possible to investigate the complaint (the records still exist and the individuals concerned are still available to be questioned, etc.) and
- The complainant can demonstrate reasonable cause for delay in making the complaint It is at the discretion of the manager of the service if the time limit can be set aside.
When a complaint is raised to staff, staff will make an effort to resolve it immediately to the satisfaction of the complainant.
Staff will apologise for the fact there was the need to complain in the first instance and explain the complaints process as described in the procedure steps.
Staff will report the complaint to the most senior member of staff on duty and the complaint will be logged.
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. Willows Care Home 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 focussed 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
Following a full investigation, a response letter will be sent and this will include the following:
- A summary of the issue from the complainant’s point of view