The following process outlines how complaints are handled at Community 360, a supported living care home specializing in mental health. This process ensures that all complaints are addressed promptly, fairly, and in accordance with regulatory guidelines, including those set forth by the Care Quality Commission (CQC) and other governmental agencies.
| Stage | Action | Responsible | Time Frame |
|---|---|---|---|
| 1. Acknowledgment | Acknowledge receipt of the complaint. | Frontline Staff | Within 2 working days |
| 2. Initial Review | Conduct a preliminary assessment to understand the nature and seriousness of the complaint. | Care Manager | Within 3 working days |
| 3. Investigation | Carry out a thorough investigation, including interviews with staff, the complainant, and any witnesses. | Care Manager / Designated Officer | Within 10 working days |
| 4. Resolution | Develop a resolution based on findings and inform the complainant of the outcome. | Care Manager | Within 14 working days |
| 5. Follow-Up | Conduct a follow-up with the complainant to ensure satisfaction with the outcome. | Frontline Staff | Within 3 working days of resolution |
| 6. Escalation | If the complainant is not satisfied, inform them of their right to escalate the complaint to CQC or other relevant bodies. | Frontline Staff | As needed |
| 7. Review and Improve | Regularly review complaints to identify patterns and improve service quality. | Management Team | Monthly |
1. Acknowledgment
- All complaints, verbal or written, are logged in the complaints register.
- The complainant is informed that their complaint has been received and that it will be addressed.
2. Initial Review
- The Care Manager conducts a preliminary review to classify the complaint and determine the appropriate course of action.
- Serious complaints may require immediate attention and escalation.
3. Investigation
- A thorough investigation will be carried out by a designated officer. This may involve gathering evidence, speaking with relevant parties, and reviewing records.
- The complainant will be kept informed of the progress of the investigation.
4. Resolution
- Based on the findings, a resolution will be proposed to the complainant. This may involve an apology, explanation, or corrective action.
- The complainant will receive a written response detailing the outcome and any actions taken.
5. Follow-Up
- After the resolution, staff will follow up with the complainant to ensure their concerns have been satisfactorily addressed.
- Any further issues raised during this follow-up will be logged and addressed accordingly.
6. Escalation
- If the complainant remains dissatisfied, they will be provided with information on how to escalate the complaint to external bodies such as:
- Care Quality Commission (CQC): Contact through their website or helpline.
- Local Government Ombudsman: For issues related to local authority services.
- Health Service Ombudsman: For complaints regarding NHS services.
- Staff will ensure the complainant is aware of their rights and the processes involved in escalating the complaint.
7. Review and Improve
- All complaints will be reviewed monthly to identify trends and areas for improvement in service delivery.
- Staff training and policy changes may be implemented based on the outcomes of these reviews.
| Organization | Contact Method |
|---|---|
| Care Quality Commission (CQC) | [CQC Website](https://www.cqc.org.uk) |
| Local Government Ombudsman | [LGO Website](https://www.lgo.org.uk) |
| Health Service Ombudsman | [HSC Website](https://www.ombudsman.org.uk) |
Community 360 is committed to ensuring that all complaints are handled with the utmost care and respect. Our goal is to use complaints as an opportunity for learning and improvement, ensuring the highest standards of care for our residents. This process not only meets regulatory requirements but also fosters an environment of trust and transparency within our community.
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