COMPLAINTS
POLICY
Eleanor Nursing and
Social Care Ltd wishes to improve and
develop its services and welcomes feedback, verbally or in writing, at all
times. We are particularly grateful for
observations and criticisms by those who consider that our services could be
improved, and any suggestions on how improvements might be made at any stage,
whether these are positive, constructive, or whether you wish to complain, are
welcome.
If you wish to make a
complaint about our services, we have set out the framework for this. If you have any queries about this process,
please do not hesitate to let us
know.
For all comments, we ask any individual to contact
out office directly or in writing and let us know what you wish to say.
Where there is a complaint, the following process
is in place.
If a client representative or any other member of
the public is unhappy with our service, they should contact the manager,(this
can be by telephone, in writing or by e-mail to info@eleanornursing.co.uk).
This can be done in person, via a representative by telephone, e-mail or in
writing .It is important that we complaints as soon as possible after an
incident so that we can investigate in a timely and appropriate manner.
In order to ensure effective investigation =, it is
important that the following information is included.
What the complaint refers to
What happened?
Where and when it occurred
Who was involved?
As far as possible, local resolution will allow for
the complaint to be dealt with as quickly as possible, normally straight away
when in contact with the office.
Where the complaint is of a serious nature and
cannot be dealt with directly, the following process applies.
If not already done, we will ask for the complaint
to be confirmed in writing
We will issue an acknowledgement of the complaint
within 24 hours if receipt. (72 hours if over a weekend).
We will ask you to attend the office, where
possible, to discuss the issue. We will keep you up to date with the progress
of our investigation. This will occur within two weeks of receipt of the
complaint.
We endeavour to ensure that you are satisfied with
the outcome of our investigation and will confirm our findings to you in
writing. We aim to complete the process within one calendar month.
We will demonstrate that where our processes have
been found to be at fault, we will take steps to change them to prevent a
recurrence.
Where investigation into the complaint suggests a
recurring pattern of incidents, or where a similar incident/complaint is noted
on several occasions, the agency can commission an inquiry into processes and
practices related t o the issue. This may be undertaken by management
representatives or by an external individual/body. The agency commits to taking
action to address any issues identified by any such inquiry.
If you are not satisfied with the outcome, the
issue will be referred to the managing director. if you are still not
satisfied, you can appeal to the directors of the company. Additionally any complaints
have redress available to them via the Trading standards office and the
Commission for Social Care Inspection.
Complaints
against a member’s behaviour or professional conduct -
Where a complaint is made against a member of the
agency, we follow processes as defined by employment law, details of which are
available from the office.
Any staff member is entitled to support
/representation from a trade union or professional body and has the right to
appeal.
Where there is finding of serious misconduct
against a member of the agency, it is likely to result in the removal of the
member’s name from the register and
also notification, where appropriate, of the relevant professional body i.e.
Nursing and Midwifery Council
Any member of the agency who has immediate concerns
about practice, procedure or safety within an environment within which they are
placed, are directed to the policies and protocols of their placement. The
management of the agency will assist with the use of these processed if
requested.
Complaints can also be registered with the Commission for Social Care
Inspection.
The local office for Ealing can be contacted on:
Tel: 020 8280 0347
CSCI
West London Area Office
58 Uxbridge Rd
Ealing
London
W5 2ST