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COMPLAINTS PROCEDURE
OBJECTIVE
To make sure any complaints to Ultimate care UK are dealt with quickly and efficiently and any investigation will be carried out with discretion and compassion.
We aim to deliver a high standard of care but if the service user feels a carer or office staff have behaved inappropriately, the guidelines and information set out below will help them to make sure there grievance is dealt with accordance with Ultimate Care UK procedures and can be passed on to the appropriate people/authority.
Responsibilities
To ensure all complaints received to ULTIMATE CARE UK will be co-ordinated by the supervisors/managers to ensure that full and accountable records are kept and the response’s that are made.
Definition
A complaint is a verbal or written communication received to ULTIMATE CARE UK by a service user/relative/friend or professional expressing dissatisfaction with any of the following;
Physical/personal needs not being met.
Social needs not adequately being provided.
Disapproval of treatment verbal/physical.
Dignity, respect, choice, independence and human rights not being adhered to in line with the company’s statement of purpose and the essential standards of quality and safety.
Any other complaints not mentioned above.
Procedure
All complaints will be directed immediately to the supervisor/managers. This can be done verbally or in writing. This will all be documented and recorded. Contact details are below:
Ultimate Care UK Ltd
Park Manor
21 Tuddenham Road
Ipswich
Suffolk
IP4 2SN
Tel: 01473 327005
Fax: 01473 327002
enquries@ultimatecareukltd.co.uk
Timescale
The complaint will be acknowledged with in 7 working days of receiving it and a response will be forwarded to the originator with in 28 days. If necessary a meeting will be arranged so we can change any of the care plan to ensure the best care is given. Also to reassure the service user /relatives/friend or professional that we are aware of the problem and it is being dealt with quickly and affinity to ensure that minimum distress is caused. If the originator feels the complaint is not being dealt with appropriately they can contact Local Government Ombudsman (LGO) who will not usually investigate a complaint until the provider has had an opportunity to respond to the matter;
Tel: 0300 061 0614
Ultimate Care UK Ltd is registered and regulated by the Care Quality Commission (CQC). The CQC will not get involved in individual complaints but is happy to receive information about our service. You can contact the CQC at:
Care Quality Commission
East Region
City Gate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel: 03000616161
Fax: 03000616172
The complaint will be investigated and where possible any solutions will be discussed with the complainant.
During the investigation the responsible person will ascertain if any policies or regulations have been broken.
After a full investigation has been carried out a reply will be sent to the complainant detailing the action required to be taken.
If the complainant feels dissatisfied with this they are entitled to complain to;
(Carer related issues only)
General Social Services Council
GSCC
Golding House
2 Hay’s Lane
London
SE1 2HB
0207 397 5100
0207 397 5800
0207 397 5101-Fax
Preventative Action
Any information gained from the above procedure will be used to detected and eliminate any potential causes.
Any steps that need to be taken to deal with the complaint will be detailed in the written response to the complainant by the manager. These will be used to initiate preventative action and to apply controls to ensure that it is effective.
A full breakdown of all complaints will accessible to the Inspection Office during regular inspections.