The Complaints Procedure

 

The Ryde House group are committed to providing high-quality services and to constantly seeking ways to improve that quality. 
Your comments or complaints are always welcome and we take pride in responding to them quickly, effectively and honestly, complaints will be treated seriously and dealt with as soon as possible.

In the event of the complaint involving alleged abuse or a suspicion that abuse has occurred, the organisation will refer the matter immediately to the Local Safeguarding Board. Usually the board will call a strategy meeting to decide on the actions to be taken next. This could entail an assessment of the allegation by a member of the Safeguarding Authority team.

 

Stage one: local resolution

The home works on the basis that wherever possible, complaints are best dealt with directly with the service users by its staff and management, who will arrange for the appropriate enquiries to be made in line with the nature of the complaint. This can involve using an independent investigator as appropriate or if the complaint raises a safeguarding matter a referral to the local safeguarding adults authority.

 

Stage two: complaints review

In line with national guidance the home then recognises that if the complaint is still not resolved, the complainant has a right to take their complaint to the body responsible for the commissioning of the service eg local authority and / or health service (again depending on the nature of the complaint and type of service involved).

 

Stage three: independent external adjudication

If complainants are still dissatisfied with the management and outcome of their complaint the home is aware that they can refer the matter to Local Government Ombudsman / Health Service Ombudsman / in respect of some private health care providers through the Independent Healthcare Advisory Services (IHAS) for external independent adjudication.

 

Role of the Care Quality Commission

The home makes its users aware that the Care Quality Commission does not investigate any complaint directly, but it welcomes hearing about any concerns. It accordingly provides users with information about how to contact the CQC by referring them to the CQC’s leaflet “How to Complain about a Health or Social Care Service” (July 2013)”, (available on the CQC website).

The home also sends to the CQC any information about complaints requested or required as part of CQC’s compliance reviewing policy.

 

Safeguarding Issues

In the event of the complaint involving alleged abuse or a suspicion that abuse has occurred, the home refers the matter immediately to the local safeguarding adults authority, which will usually call a strategy meeting to decide on the actions to be taken next. This could entail an assessment of the allegation by a member of the Safeguarding Authority team.

 

Principles of Complaints Handling

 

1. Service users, their representatives and carers are always made aware of how to complain and that the home provides easy-to-use opportunities for them to register their complaints.

2. A named person is always responsible for the administration of the procedure.

3. Every written complain is acknowledged within two working days.

4. Investigations into written complaints are held within 28 days.

5. All complaints are responded to in writing by the home.

6. Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to service users and those against whom the complaint has been made.

7. The home recognises national guidance on complaints handling, which uses a three stage model of:

   • Local resolution

   • Complaints review and

   • Independent external adjudication by Local Government Ombudsman, Health Service Ombudsman or through the Independent Healthcare Advisory Services (IHAS)

   • The person to whom complaints should be made is the home manager.