This Policy summarises the procedures to be followed to process complaints received from service users regarding the quality of the care service delivered by the home:

1  Complaints may originate from service users, their family / relatives, either directly or through the Commission for  Social Care Inspection, or from the home’s own staff.  Complaints may be received both verbally and in writing.

2  Each instance of complaint must be reported / routed to the Board. Upon receipt of the complaint a Director will complete the appropriate sections of a Complaints Record Form for appropriate action.

3  Every effort will be made to resolve the complaint and to provide a full response to the complainant within seven working days.

4  If the Board is unable to satisfactorily resolve the complaint within seven working days then the complainant has the right to refer the complaint to the Commission for  Social Care Inspection, details of which are as follows:

    CSCI South Devon

    Unit D1

    Linhay Business Park

    Ashburton, Devon

    TQ13 7UP

    Tel: 01364-651 800

5  Once the complaint has been resolved the administrator will complete the relevant sections of the Complaints Record Form, which will then be signed-off by the Managing Director.

6  The administrator is responsible for maintaining all records relating to a complaint, using an appropriate Complaints Record Form as the basis for monitoring the progress made in resolving the complaint. Records will include all written complaints received, and copies of all statements from relevant parties.

7  Completed Complaints Record Forms will be reviewed on a regular basis for apparent adverse trends in service quality as part of the Management Review of the Quality System, reference Policy No. 305.

Statement of Purpose reference:   [14]