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Complaints
Procedure
St John’s Nursing Home
Complaints Procedure
1) All complaints, however
trivial, are to be investigated.
2) A record must be kept of all complaints, investigations
and subsequent actions. This should be impartial and
accurate.
3) The registered Manager may deal with the majority of
minor complaints, although the Proprietors are to be kept
informed.
4) Investigations should be thorough, impartial, and should,
where appropriate, take account of all the people involved.
Conclusions should never be reached before hearing an
independent account from everyone present at any incident.
5) Where any subsequent action is deemed necessary, the
registered Managers advice and consent should be given if
the complaint involves any member of staff, if the policies
of the Home are affected, or if a second opinion or advice
is required for any other reason.
6) If the registered Manager is unable to investigate a
complaint, either because of its seriousness or any other
reason, then the Proprietors should be informed, and they
will carry out the investigation.
7) If a complaint remains unresolved, then it may be passed
on to the Care Quality Commission (CQC), but this should not
usually occur until internal procedures have been exhausted
without reaching a satisfactory conclusion.
In this instance contact:
CQC South East
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Email: enquiries.southeast@cqc.org.uk Telephone no: 03000
616161
8) Should you be dissatisfied with the way in which the
CQC’s Inspector deals with your complaint, then you may
complain to the Director of CQC.
If a complaint still remains unresolved, then it should be
passed on to the Ombudsman, but this should not usually
occur until the above mentioned internal and external
procedures have been exhausted without reaching a
satisfactory conclusion. The Ombudsman, Commission for Local
Administration in England, Millbank Tower, Millbank, London,
SW1P 4QP. Telephone 020 7217 4620.
The responsibility of the CQC with regard to complaints is
to ensure that there has been no breach of the registration
requirements.
PROCEDURE FOR DEALING WITH COMPLAINTS
1) Check that complainant has discussed complaint with
registered Manager. Recommend this as first stage
2) If complainant is not satisfied, ask for a written
complaint.
3) If necessary, take details of complaint over telephone.
4) If complainant wishes to remain anonymous, explain that
we will be unable to inform him/her of outcome of
investigation of complaint.
5) Investigate complaint - if possible initial contact will
be made within two working days.
6) Where a complaint relates to the professional conduct of
nurses, there must be consideration for referring the matter
to the UKCC.
7) Where a complaint relates to alleged abuse, a Medical
Officer should accompany the CQC Inspector.
8) Complaints relating to medical treatment should be
directed to FHSA.
9) Where possible, discuss nature of complaint fully with
registered Manager.
10) Document all relevant information.
11) Discuss with the proprietors the outcome of
investigation. Inform them that a report will be sent to
complainant.
12) Send letter to complainant if possible within 28 days of
receipt of complaint.
St John’s Nursing Home
Complaints Procedure Cont’d…
NOTICE FOR HOMES
The CQC is responsible for the Registration and Inspection
of Care Homes.
The responsibility of the CQC with regard to complaints is
to ensure that there
has been no breach to the registration requirements.
IT IS RECOMMENDED THAT COMPLAINTS ARE TAKEN UP,
IN THE FIRST INSTANCE, WITH THE REGISTERED MANAGER AT THE
HOME.
However, any concerned individual has the right to express
concerns or direct the
complaint to the CQC.
At: CQC South East
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Email: enquiries.southeast@cqc.org.uk Telephone no: 03000
616161
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