Complaints, Suggestions and Compliments Policy and Procedure
Last Reviewed: 24 March 2026 Last Amended: 24 March 2026 Review Interval: Annual
1. Purpose
1.1 About Pride Home Care Limited
Pride Home Care is a local independent company situated in Attleborough, Norfolk, providing care support throughout Attleborough, Watton and surrounding towns and villages. We work closely with the community and both local and national charities and good causes.
Our two Company Directors have significant experience in the homecare sector and started the Company in 2016. We are passionate about delivering a quality service of an extremely high standard, as if it were our loved ones receiving care and support. The company employs and trains both non-experienced and highly experienced Care and Support Workers, including male and female workers from all the local areas we serve, using robust recruitment, training and support procedures.
Our Values
- To ensure we recruit and retain the right staff for the right role and maintain and improve their skills through the right training, qualifications and support
- To offer skilled care staff to enable Service Users to direct their care and achieve their desired outcomes, whilst maintaining their independence and supporting them to live a good quality of life
- To deliver quality care based on the needs of our Service Users
- To treat all stakeholders equally whilst valuing their differences and respecting their human rights
- To safeguard all stakeholders from all forms of abuse whilst respecting their decisions
- To provide access to information, support and training through a range of formats and aids, and for Service Users providing outside services including advocacy where required
- To involve all stakeholders in seeking feedback on our service including complaints, compliments and ideas to improve the service
- To act immediately to understand, respond to and learn from incidents through established systems
- To deliver compassionate care that promotes Service Users’ dignity, respecting their needs, wishes and expectations, through providing the highest level of staff competency
Our Aims and Objectives
We aim to provide high quality care to the local community enabling Service Users to achieve their optimum state of health and well-being, meeting individual needs in a safe, caring, effective and responsive environment by a well-led workforce. Our aims are to:
- Recruit and retain the right staff for the right role and maintain and improve their skills through the right training, qualifications and support
- Offer skilled care staff to enable Service Users to direct their care and achieve their desired outcomes, whilst maintaining their independence and supporting them to live a good quality of life
- Deliver quality care based on the needs of our Service Users
- Treat all stakeholders equally whilst valuing their differences and respecting their human rights
- Safeguard all stakeholders from all forms of abuse whilst respecting their decisions
- Provide access to information, communication, support and training through a range of accessible formats and aids, and for Service Users providing outside services including advocacy services where required
- Involve all stakeholders in seeking feedback on our service including complaints, compliments and ideas to improve the service
- Deliver compassionate care that promotes Service Users’ dignity, respecting their needs, wishes and expectations, through providing the highest level of staff competency
- Promote a culture that is open, honest and transparent
- Where any incidents occur that may have the potential to cause harm, act in a timely manner, investigating, reflecting, learning and, where appropriate, sharing information to reduce the risk of reoccurrence
Pride Home Care’s objectives are to provide a consistently outstanding quality of care for our Service Users, enabling people to continue to live independently in their own home, achieving their desired outcomes, maintaining their quality of life and adhering to their lifestyle preferences. We will achieve this by:
- Being always transparent and honest
- Having a caring, qualified and knowledgeable staff team
- Being a viable organisation
- Working alongside the local community, helping in the development of a caring, inclusive society
1.2 To ensure that Pride Home Care Limited has an effective system in place to manage complaints, suggestions and compliments.
1.3 To ensure that Pride Home Care Limited complies with any legal requirements, regulations, guidelines and best practice.
1.4 Meeting Regulation 20: Duty of Candour
This policy ensures that the duty of candour is upheld, promoting transparency and openness in all aspects of care and support, especially when things go wrong. Service Users and their families are informed of any incidents affecting their care and support, and appropriate actions are taken to rectify and learn from such events.
1.5 Meeting Regulation 16: Receiving and Acting on Complaints
This policy provides a clear, accessible and effective process for receiving and acting on complaints, ensuring that Service Users and their representatives can raise concerns and have them addressed promptly. Feedback is used to drive continuous improvement and enhance the quality of care, and support is provided throughout the complaint process.
1.7 Relevant Legislation: The Care Act 2014 The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 Human Rights Act 1998 The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 Mental Capacity Act 2005 Mental Capacity Act Code of Practice Data Protection Act 2018 UK GDPR Compensations Act 2006 Equality Act 2010 The Accessible Information Standard (DCB1605 Accessible Information)
2. Scope
Roles Affected: All Staff People Affected: Service Users Stakeholders Affected: Family, Advocates, Representatives, Commissioners, External Health Professionals, Local Authority, NHS
3. Objectives
3.1 This policy provides a clear and effective process for receiving and acting on complaints, ensuring that Service Users and their representatives can raise concerns and have them addressed promptly. Feedback is used to drive continuous improvement and enhance the quality of care and support that is provided.
This policy ensures that the duty of candour is upheld, promoting transparency and openness in all aspects of care and support, especially when things go wrong. Service Users and their families are informed of any incidents affecting their care and support, and appropriate actions are taken to rectify and learn from such events.
3.2 To improve the quality of the Service User’s experience.
3.3 To ensure that all complaints and suggestions are promptly addressed, resolved and shared within the agreed timescales to ensure that lessons are learned and that the learning improves service quality and delivery.
4. Policy
4.1 CQC Regulated Activities, Service Types and Service User Bands
Pride Home Care Limited is registered to provide the following regulated activities: Personal Care.
Pride Home Care Limited is registered to provide the following service types: Domiciliary care service (DCC).
Pride Home Care Limited is registered to support the following service user bands: Adults aged 18–65, Older people (aged 65+).
4.2 Care and Support at Pride Home Care Limited
Pride Home Care Limited provides care and support to Service Users with a range of needs in a person-centred, safe and lawful way. All staff must follow the guidance within this policy and the Service User’s Care Plan, ensuring that assessed needs, reasonable adjustments and individual preferences are met.
- Every Service User is treated equally and with dignity and respect
- Care and support are tailored to individual needs, preferences and desired outcomes
- Staff follow legal, regulatory and professional guidance at all times
- Person-centred approaches are used to promote independence, choice and wellbeing
Staff will also follow the following policies and procedures where applicable: Person-Centred Care and Supporting Planning; Safeguarding Adults; Raising Concerns, Freedom to Speak Up and Whistleblowing; Mental Capacity Act (MCA) 2005; Deprivation Of Liberty in Community Settings; Consent to Care, Support and Treatment; Equality, Diversity and Human Rights; Overarching Medicines Management; Positive Behaviour Support Including Challenging Behaviour; Restrictive Practices Including Restraint and Physical Interventions; Sex, Sexuality and Relationships.
This list is not exhaustive. Staff must seek clarification from their line manager or the Registered Manager, Tessa Lucas, if there is any uncertainty.
Supporting People with a Learning Disability
Staff must support people with a learning disability in line with this policy and the individual care and support plan, following any assessed needs, reasonable adjustments and personal preferences, which include:
- Communicating in ways the person understands
- Supporting choice, dignity and independence
- Ensuring care and support are compassionate and outcome focused
Supporting People with Mental Health Needs
Staff must support individuals with mental health needs safely, respectfully and in line with their care and support plan, including:
- The promotion of recovery and wellbeing
- Any crisis or relapse prevention plans
- The process for recording and reporting any changes in mood or behaviour
- Any individualised risk assessments completed
Supporting People Living with Dementia
Staff will provide compassionate and person-centred care and support for individuals living with dementia, following both this policy and their care and support plan, including:
- Using calm, reassuring communication
- Supporting orientation and familiar routines
- Providing stimulating and engaging environments
- Meaningful activities and engagement
- Respecting life history and personal preferences
Supporting People with Autism
Staff will ensure that individuals with autism are supported according to their care and support plan, respecting their sensory, communication and social needs, including:
- Following individual communication and sensory care and support profiles
- Maintaining structure and predictability
- Involving and including people important to the individual
- Making any reasonable adjustments in line with the Equality Act 2010
Supporting People with Sensory Impairments
Staff will support people with visual, hearing or dual sensory impairments as detailed in their care and support plan, including:
- Using agreed communication methods (e.g. sign language, large print)
- Ensuring the environment supports safe access and orientation
- Providing specialist equipment or aids as assessed
Supporting People with Physical Disabilities
Staff will provide support that promotes independence, dignity and safety, including:
- The use of correct moving and handling techniques
- Supporting access to equipment or adaptations
- Encouraging choice and autonomy
Supporting People who Misuse Drugs or Alcohol
Staff will offer non-judgmental, person-centred support to individuals affected by drug or alcohol misuse, including:
- The promotion of harm reduction and recovery
- Following any risk or relapse management plan
- Working closely with healthcare or addiction services
4.3 Pride Home Care Limited Responsibilities and Representatives
The Registered Manager and nominated individual of Pride Home Care Limited have overall management responsibility for this policy and procedure and for ensuring proper governance.
The Registered Manager role is held by: Tessa Lucas The Nominated Individual role is held by: Mr Daniel Burcham
We recognise that dual roles of registered manager and nominated individual are not considered best practice. To address potential conflicts and ensure impartiality and accountability, we have implemented the following measures:
- A peer-to-peer agreement with a local registered provider to support governance evaluation
- We will commission experienced social care professionals for audits and quality assurance when needed
- Supervision via peer support from a local registered provider and social care professional
The registered manager is professionally and operationally accountable for the day-to-day management and regulatory compliance of the service. The nominated individual is responsible for supervising the regulated activity and ensuring a high-quality, compliant service. Both roles are required to undertake regular continuing professional development.
Pride Home Care Limited will ensure that at all times:
- The organisation is managed and governed appropriately
- Suitable systems are in place to effectively assess, monitor and improve the service
- Records are completed accurately and stored safely and securely
- UK GDPR and the Data Protection Act 2018 are met
- Care and support delivered is consistent, safe and of high quality
4.4 Complaints
Pride Home Care Limited understands complaints to be an expression of dissatisfaction requiring a response, communicated verbally, electronically or in writing. Complaints may be made by any Service User, their family or advocate acting on their behalf, with their consent or in their best interests.
Pride Home Care Limited takes complaints seriously. We will aim to put things right that have gone wrong and learn lessons to avoid the problem happening again.
- Pride Home Care Limited will comply with legislation, national guidelines, regulation and best practice when managing complaints and suggestions
- Complaints made or concerns raised by staff will be addressed via the grievance process if the complaint or concern relates to them individually, or via the Whistleblowing procedure where a protected disclosure is made
- Pride Home Care Limited understands its statutory obligations in respect of the Duty of Candour and will ensure it follows the agreed policy and procedure
4.5 Pride Home Care Limited will ensure that its complaints and compliments process is fair and transparent and does not discriminate directly or indirectly because of: age; being or becoming a transgender person; being married or in a civil partnership; being pregnant or on maternity leave; disability; race including colour, nationality, ethnic or national origin; religion, belief or lack of religion/belief; sex; or sexual orientation.
The complainant will feel free to complain without fear of reprisal and will be treated with courtesy, respect and compassion. For Service Users who require additional support such as an interpreter, advocate or any other support necessary, Pride Home Care Limited will help people receive the support required to be able to complain should they wish.
4.6 Seeking Views and Engaging with Service Users
Pride Home Care Limited will seek out opportunities to obtain feedback from Service Users and stakeholders, and will act with sensitivity, integrity and professionalism. Pride Home Care Limited will protect the Service User’s right to confidentiality and will ensure that alternative methods of communication and support are available so that the complaints and suggestions procedures are accessible for all Service Users.
Staff will undertake training on how to manage complaints in line with their roles and responsibilities.
4.7 Pride Home Care Limited understands that it can be difficult to separate a complaint from a concern and, ultimately, both require action. Therefore, this policy will be followed when there is any dissatisfaction with the service.
4.8 A full record will be held of all complaints and concerns received regardless of the level of seriousness and means of communication. A record of the complaint will also be held in the Service User’s Care file and will be reported in line with contractual or regulatory requirements.
4.9 Safeguarding Concerns
Where a complaint or concern relates to the Service User being harmed or likely to be harmed, Pride Home Care Limited will follow its Safeguarding Policy and Procedures in addition to the complaints procedures, seeking advice and guidance from the Norfolk County Council Safeguarding Adults Team. Pride Home Care Limited will also notify the CQC in line with its statutory duty.
4.10 Roles and Responsibilities
All Staff
Staff need to be able to manage complaints in a sensitive, structured and timely manner. In order to do this, staff will:
- Be trained on induction and as a routine measure to ensure knowledge is embedded, refreshed and understood around the complaints procedure
- Have access to the complaints, suggestions and compliments procedure
- Be provided with the opportunity to reflect and learn from complaints as a means of developing and driving quality care
- Appreciate that any feedback from Service Users or their representatives that is of concern needs immediate resolution, where possible, to their satisfaction. Care Plans will be updated to reflect planned changes and Tessa Lucas informed of the feedback
- Be clearly advised that swift escalation to management is necessary and that purposefully withholding or concealing concerns expressed by Service Users or their representatives may lead to disciplinary action
Management Team
- The management team is responsible for ensuring compliance with this policy, regulations, improvement planning and for having arrangements in place to provide relevant reports and information regarding complaints
- Tessa Lucas is the main point of contact for the receipt, investigation and management of complaints within Pride Home Care Limited. However, this may be delegated to a senior member of staff with the experience, knowledge and competence to investigate and manage complaints
- Pride Home Care Limited will ensure the procedure for raising a complaint is accessible and displayed prominently, on the website and in Service User information and guides. Alternative languages and formats are available on request
4.11 Compliments and Suggestions
Pride Home Care Limited welcomes compliments and suggestions and recognises their importance in celebrating the success of its service and identifying opportunities for improvement. Feedback will be shared with staff.
4.12 One Complaint, One Response
Where Service Users are receiving services from more than one organisation, they will be able to make a complaint to any of them and be provided with a single response following a joint investigation. Service Users must not have to contact each organisation separately.
4.13 Policy Accessibility
This policy is available in accessible formats including audio, large print and multiple languages via the ReciteMe tool. Easy-read versions and a simplified policy view are also available to help Service Users understand and engage with this policy.
5. Procedure
5.1 Raising Complaints
A complaint can be made to Pride Home Care Limited by:
- Service Users
- Someone acting on behalf of the Service User with their written consent, e.g. an advocate or relative
- Someone acting on behalf of a Service User who is unable to represent their own interests, provided this does not conflict with the Service User’s right to confidentiality or a previously expressed wish
Complaints can be received verbally or in writing, and can be made:
- In person
- By telephone
- In writing
- Through a member of staff
- Through an advocate or representative
Where someone complains verbally, Pride Home Care Limited will make a written record and provide a copy within 3 working days, by letter or email.
Complaints can be sent to:
The Registered Manager Pride Home Care Limited Suite 7, Queens Square Attleborough Norfolk NR17 2AE
Telephone: 01953 303288 Email: office@pridehomecare.co.uk On Call: 01953 303288
Accessibility – Including Support for Service Users with a Learning Disability or Autism
Pride Home Care Limited commits to offering information in various accessible formats such as easy read documents, audio versions and translated materials through interpreters. At the time of the pre-service assessment, Pride Home Care Limited will identify how much support the Service User may require. This will be logged in the agreed Care Plan and reviewed as part of the ongoing evaluation process.
Pride Home Care Limited will support individuals who wish to lodge a complaint by ensuring accessibility and providing the necessary assistance in line with the Accessible Information Standard. Where further support is needed, Pride Home Care Limited will help to arrange advocacy services to assist individuals in navigating the complaint process.
5.2 Time Limits for Submitting a Complaint
Complaints should be submitted within 12 months of the incident or concern arising. The time limit can be waived if it is still practical and possible to investigate the complaint and the complainant can demonstrate reasonable cause for delay. It is at the discretion of the manager of the service whether the time limit can be set aside.
5.3 Complaints Procedure
Step 1 – When a complaint is raised, staff will make an effort to resolve it immediately to the satisfaction of the complainant.
Step 2 – Staff will apologise for the fact that there was a need to complain and explain the complaints process.
Step 3 – Staff will report the complaint to the most senior member of staff on duty and the complaint will be logged. If the complaint relates to that individual, the staff member will report to the next in line of seniority.
Step 4 – Formal acknowledgement of all complaints will be sent within 3 working days. The acknowledgement will include:
- An invitation to meet and discuss the complaint
- Who will be investigating the complaint
- How the investigation will be handled
- A time limit for the investigation – this should be 28 working days, though some cases may take longer and the complainant will be made aware of this
- The complaints procedure and contact details of external bodies that can be accessed in the event of dissatisfaction with the outcome
Step 5 – Following a full investigation, a response letter will be sent including:
- A summary of the issue from the complainant’s point of view
- Details of the evidence and sources consulted
- A presentation of findings for each issue
- A conclusion stating clearly whether the issue is upheld, partially upheld or not upheld
- An explanation of the outcome and any remedial action or learning points
- An apology where the issue is upheld and shortcomings have been found
- The complainant’s rights to refer to The Local Government and Social Care Ombudsman if not satisfied with the outcome
- A signature from the responsible individual
Step 6 – The complaint will be closed once confirmation has been received that there is satisfaction with the outcome. In the event of dissatisfaction, Pride Home Care Limited will support the complainant to access further support.
5.4 The Complaints Log
A record will be held of all complaints raised, containing the following information:
- Each complaint received
- Subject matter and outcome
- Details of any reason for delay where investigations took longer than agreed
- The date the report of outcome was sent to the complainant
- If no action is taken, this will also be recorded
Where complaints relate to a particular Service User, a copy of the complaint will be held in their care records. Where complaints are raised by telephone, the log will include the date and time of the call, followed up with written confirmation.
Where a complaint indicates the potential abuse of Service Users, safeguarding policies will be followed and necessary notifications made to the regulatory body. Where complaints are shared as part of learning, they will be anonymised in line with UK GDPR and data protection law.
5.5 Investigations
All investigations will be managed using the following approach:
- Investigating the facts
- Assessing evidence
- Review of records
- Interviewing those involved
The complaint must be investigated by a member of staff with the knowledge, experience and seniority to undertake the investigation robustly. Confidentiality will be considered at all times. Appropriate action will be taken without delay to respond to any failures identified.
If an investigation results in disciplinary action, the complaint will continue to its conclusion. The complainant will be informed that the investigation has led to the disciplinary process, but the details of the outcome will remain confidential.
5.6 One Complaint, One Response
Where more than one organisation is involved in the Service User’s Care, they or their representative will be able to complain to any of them and Pride Home Care Limited will contact the other organisations, carry out a joint investigation and provide a single joint response.
If Pride Home Care Limited is not responsible for the care or service complained about, it will share the concerns with the correct organisation(s) with the individual’s permission, or signpost them to the right organisation with contact details.
5.7 Who is Responsible for Complaints Resolution?
All efforts will be made by Tessa Lucas to resolve all complaints within Pride Home Care Limited. Pride Home Care Limited recognises the importance of Service Users being able to speak freely and raise a concern or complaint regarding anyone in the organisation, including the Registered Manager.
5.8 Handling Complaints About the Registered Manager
If the complaint relates to the conduct of the Registered Manager then the following process applies:
Alternative Contact – The person making the complaint may feel more comfortable directing their complaint to the nominated individual or registered provider.
External Investigation – To ensure impartiality, investigations may be carried out by an external professional, such as a health and social care consultant or an alternative social care provider registered with the regulator.
5.9 Anonymous Complaints
Anonymous complaints will be investigated in the same way as named complaints. They will be logged and any corrective action necessary will be taken and also logged.
5.10 The Right to Appeal a Decision and Internal Review
If the complainant is dissatisfied with the response or handling of a complaint, they have the right to appeal. Pride Home Care Limited will conduct an internal review of how the complaint was handled, carried out by a member of staff with suitable standing who was not the original responder, such as Mr Daniel Burcham.
When to Appeal:
- You believe the outcome of a complaint was incorrect and disagree with the initial decision
- You disagree with the initial decision as you suspect there was a failure in the complaint process, such as insufficient investigation, a misunderstanding of your complaint or a misinterpretation of evidence
- You can provide new evidence or information that wasn’t available during the initial complaint
- You feel the decision is unfair or unreasonable
5.11 Unresolved Complaints and Independent Review
Following the initial handling and the appeal process, if the Service User feels their complaint remains unresolved, the following external bodies can assist:
1. The Care Quality Commission The CQC will not investigate complaints on behalf of individuals but welcomes information about concerns regarding a care provider.
Website: www.cqc.org.uk Email: enquiries@cqc.org.uk Address: Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA Tel: 03000 616161
2. The Local Government and Social Care Ombudsman (for Service Users funded by local authority social services care or self-funded)
The Local Government and Social Care Ombudsman PO Box 4771 Coventry CV4 0EH Tel: 0300 061 0614 Email: advice@lgo.org.uk Website: https://www.lgo.org.uk/ Complaint form: https://www.lgo.org.uk/complaint-form
Please note: The Local Government and Social Care Ombudsman will not investigate a complaint until the provider has had the opportunity to respond and resolve the matter in the first instance.
3. Parliamentary and Health Service Ombudsman (for NHS-funded Service Users)
Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk Website: www.ombudsman.org.uk Address: Parliamentary and Health Service Ombudsman, Millbank Tower, 30 Millbank, Westminster, London SW1P 4QP
Tessa Lucas can also signpost individuals to Healthwatch and the local Independent Complaints Advocacy Service (ICAS).
4. Integrated Care Systems Individuals can make a complaint about a health service they are receiving or have received and can discuss this with the commissioner of the service.
5. Local Authority Complaints Teams Individuals have the right to raise concerns and complaints about adult social care regardless of whether or not they pay for their own care or if the Council funds it.
Norfolk County Council, County Hall, Martineau Lane, Norwich, NR1 2DH – Tel: 0344 800 8020
6. Professional Bodies If a complaint involves the serious misconduct of a healthcare professional, their relevant professional body can be informed. This is determined on an individual case basis in discussion with the Registered Manager.
Service Users can also be signposted to Citizens Advice guidance.
5.12 Vexatious Complaints
Occasionally, Pride Home Care Limited may receive complaints that are vexatious in that they cause considerable disruption, disproportionate cost and time to handle, and impact the wellbeing of staff.
Pride Home Care Limited will ensure that it meets the requirements of the Equality Act 2010 to make reasonable adjustments for disabled Service Users. Where appropriate, Pride Home Care Limited will consider complaints to be vexatious, but would not label an individual complainant as vexatious.
To help decide whether a complaint is vexatious, Pride Home Care Limited will consider the full history and context of interactions with the individual, looking at both the nature of the complaint and the manner in which it is made. The particular issues that will inform a decision include whether:
- The primary purpose and/or effect of the complaint is to disturb, disrupt and/or pressurise Pride Home Care Limited, its staff or an individual member of staff
- The primary purpose and/or effect of the manner in which the complaint is made is to disturb, disrupt and/or pressurise Pride Home Care Limited, its staff or an individual member of staff
- The complaint is otherwise clearly unreasonable
If a staff member believes a complaint meets the criteria to be deemed vexatious, it must be referred to the Registered Manager with a summary of reasons. Tessa Lucas will consider the complaint, seek external advice if appropriate, and will either declare the complaint vexatious or not.
If a complaint is deemed vexatious, the Registered Manager will respond directly to the complainant explaining why and will advise that the complaint will be closed with no further action. The decision will be recorded in the complaints register.
If any individual wishes to challenge a decision made in relation to this policy, and all attempts to resolve the complaint locally have been unsuccessful, details of the Norfolk County Council Complaints Team and the Parliamentary and Health Service Ombudsman will be shared with the complainant.
5.13 Compliments
Pride Home Care Limited will ensure that:
- All compliments are shared with staff and displayed in a public area to highlight good practice
- Compliments are anonymised or permission is sought before displaying them
- The number of compliments received is logged as part of a quality assurance programme
- Verbal, positive feedback from Service Users and relatives is also deemed a compliment and will be recorded and shared with colleagues
- Compliments form a core agenda item at staff, Service User and relative meetings
5.14 Suggestions
- Suggestions can be made verbally or in writing
- Suggestions are not complaints, but if they are not considered or actioned, they could lead to a complaint
- When suggestions are raised in meetings or as part of a conversation, these will be documented and outcomes recorded
- Staff will be encouraged to share suggestions, or suggestions received from relatives and Service Users, with Tessa Lucas
- Tessa Lucas will consider implementing a suggestions system to encourage comments from Service Users, staff and visitors
5.15 Audit and Evaluation
Pride Home Care Limited will monitor, review and analyse all information received about the service as a means of continuously reviewing performance, quality and safety. Pride Home Care Limited will:
- Ensure all complaints are logged as described in section 5.4
- Identify themes and trends
- Create actions to improve any identified themes and trends
- Share themes, trends and actions with Care Workers
- Ensure that staff are trained to deal with complaints and understand the procedure
- Conduct audits on the complaints process to evaluate timescales, outcomes and feedback
Pride Home Care Limited values feedback from complaints as a critical tool for continuous improvement. It commits to thoroughly analysing all complaints received to identify patterns and areas for enhancement. Each complaint will be documented and actionable insights shared with relevant stakeholders to ensure corrective measures are taken promptly.
As part of its commitment to good governance, the complaints process will remain effective and responsive through regular reviews and assessments. This includes audits of complaint records to evaluate response times, resolution rates and customer satisfaction. Regular staff training will be conducted to keep all team members updated on any changes.
5.16 Continuous Improvement and Development
Without feedback it is impossible to improve our service. We have a strong ethos of embracing all feedback, whether it is a compliment or concern, to enhance our service. We embed this ethos in staff training from induction onwards to ensure that any feedback is viewed as a catalyst for improvement.
We share our overarching identified lessons learned and outcomes with both staff and Service Users to make sure that they feel part of this process, are kept informed and are invested in our commitment to the betterment of the service.
6. Definitions
6.1 Compliment A compliment is an expression of satisfaction about a service the Service User has received. Compliments are positive feedback that can be received verbally or in writing and can include expressions of praise, admiration, congratulation and encouragement.
6.2 Complaint A complaint is an expression of dissatisfaction, disappointment or discontent. This could be in response to an act of omission, decision or act. Complaints can be made verbally, electronically, through local feedback channels or in writing.
6.3 Self-Funded Care Self-funded care is defined as care that is paid for entirely by the person receiving it.
6.4 Vexatious Complaint A vexatious complaint is one that is pursued, regardless of its merits, solely to harass, annoy or subdue somebody; something that is unreasonable, without foundation, frivolous, repetitive, burdensome or unwarranted.
7. Key Facts – Professionals
- Any feedback received from Service Users or their representatives can influence positive change and must be discussed with the manager
- The receipt of complaints, suggestions and compliments is everyone’s responsibility; staff will know what to say and how to respond
- Staff will be involved in quality improvement planning in response to themes from both compliments and complaints received
- Services where dual roles are held by the Registered Manager have alternative external arrangements in place that are clearly documented to support people to complain without prejudice
8. Key Facts – People Affected by the Service
- The process for you to raise a concern, make a suggestion or give a compliment will be simple; it is our intention that you feel listened to and understood
- In line with our commitment to continuous improvement, your concerns, suggestions and compliments will make a positive difference to future care at Pride Home Care Limited
- You have the right to feel confident to raise a concern, make a suggestion or give a compliment
Further Reading
Complaints Procedure for Service Users
1. Introduction
We always aim to provide a high standard of care in all our services. Our Service Users’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know.
If a complaint alerts us to possible abuse or neglect, we will tell the Local Authority’s Adult Safeguarding Team, who will decide how to investigate and monitor outcomes.
2. Making a Suggestion
Often people feel more comfortable suggesting improvements than complaining formally. Suggestions can be made by anyone receiving services or their friends/family. To make a suggestion you can:
- Speak to the manager or their deputy
- Use available comments or suggestion boxes
- Write to us at: Registered Manager, Pride Home Care Limited, Suite 7, Queens Square, Attleborough, Norfolk, NR17 2AE – Tel: 01953 303288
3. Making a Complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.
Pride Home Care Limited assures Service Users and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.
4. Who Can Complain
Anyone affected by the way Pride Home Care Limited provides services can make a complaint. A representative can make a complaint for the affected person if they have died, cannot make a complaint themselves, or have given consent for the representative to act on their behalf.
If you are not happy about making a complaint yourself and do not know someone who can act on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.
5. How You Can Make a Complaint
You can complain in person, by telephone, in writing, through a member of staff, or through an advocate or representative.
Where someone complains verbally, we will make a written record and provide a copy within 3 working days, by letter or email.
6. Anonymous Complaints
We deal with anonymous complaints under the same procedure. However, if you provide contact details, we can update you on the outcome of our investigation.
7. Responsibility
The Registered Manager has overall responsibility for dealing with all complaints made about the service.
If the complaint relates to the conduct of Tessa Lucas, you may feel more comfortable directing your complaint to Mr Daniel Burcham or Pride Home Care Limited. Where the registered manager and nominated individual are the same person, Pride Home Care Limited may enlist an external professional such as a health and social care consultant or alternative social care provider registered with the CQC to complete this process on our behalf.
8. How We Handle Complaints
The Registered Manager may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised.
We will formally acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it. We aim to have all complaints resolved within 28 working days unless we agree a different timescale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome and write to you with details of the findings, any action we have taken, and our proposals to resolve your complaint.
9. Time Limits
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. However, we will consider whether you had a good reason for not making the complaint sooner.
10. Further Steps
- At any stage during the process, if you are not happy with the way Pride Home Care Limited is dealing with your complaint you can contact Mr Daniel Burcham at:
Pride Home Care Limited, Suite 7, Queens Square, Attleborough, Norfolk, NR17 2AE – Tel: 01953 303288
You can also contact your Local Authority Complaints Team: Norfolk County Council, County Hall, Martineau Lane, Norwich, NR1 2DH – Tel: 0344 800 8020
- Once we have dealt with your complaint, if you are unhappy with our response you have the right to appeal our decision. We will conduct an internal review of how the complaint was handled, carried out by a member of staff such as Mr Daniel Burcham who was not the original responder.
You can appeal if:
- You believe the outcome of a complaint was incorrect
- You suspect there was a failure in the complaint process, such as insufficient investigation, a misunderstanding of your complaint or a misinterpretation of evidence
- You can provide new evidence or information that wasn’t available during the initial complaint
- You feel the decision is unfair or unreasonable
We will conduct our review and aim to respond with our findings within 20 working days.
- Following this process, if you are not happy with the outcome you can refer your complaint to the Local Government and Social Care Ombudsman, which provides a free, independent service:
The Local Government and Social Care Ombudsman PO Box 4771, Coventry CV4 0EH Tel: 0300 061 0614 Email: advice@lgo.org.uk Website: https://www.lgo.org.uk/ Complaint form: https://www.lgo.org.uk/complaint-form
Please note: The Ombudsman will not normally investigate a complaint until the provider has had an opportunity to respond and resolve matters.
- The services of Pride Home Care Limited are registered with and regulated by the Care Quality Commission. The CQC cannot get involved in individual complaints about providers but is happy to receive information about services at any time.
Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA Tel: 03000 616161 Website: www.cqc.org.uk
We can provide this policy in other languages or in other formats on request.
