Unit 519

Unit 519
Develop Procedures and Practice to respond to
Concerns and Complaints
      1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own home

The complaints policy for Four Seasons Health Care outlines the following aims:

To resolve concerns / complaints as quickly and effectively as possible, through an informal response by a frontline member of staff. If this is not possible then through a more formal investigation and conciliation in an open and non-defensive way
To ensure that all concerns / complaints are dealt with in accordance with these procedures.
To ensure that staff, patients and relatives/carers are aware of the policy and procedure.
To improve quality of service by identifying lessons learned from complaints locally and nationally and by implementing improvements in service using the lessons learnt.
To uphold even-handedness for both staff and complainant alike.
To help all health professionals to feel they can be open in their communications with patients whenever mistakes are made and to not be reluctant to apologise.

Since becoming manager at Manor View, I have devised a section of the ‘Service User Welcome Pack’ which includes a piece about expectations on how complaints will be dealt with. This reads as the following:
Please be assured that any complaint you make will be taken seriously and handled sensitively and efficiently. An initial acknowledgement will be received within 2 working days and a full written response, following a thorough investigation, will be sent within 20 working days. If for any reason this cannot be achieved then you will receive written communication informing you of this.
In the first instance we would encourage you to speak to the Home Manager to hopefully resolve the matter quickly. If this is not appropriate for any reason then please contact their line manager. The name and contact details of the Regional Manager is...