Complaints Procedure

Listening - Responding - Improving

MHC wishes to know of any concerns or complaint any customer may have regarding the Company, its operations, policies or staff no matter how small.

Customers have the right to complain and therefore complaints will be treated seriously and not affect the Company's commitment to provide those who do complain with quality services.

The Company seeks to be a listening company, and only by listening to its customers will it meet its objectives as set out in the Company's Aims and Objectives for its respective homes and variable services.

MHC explicitly supports Sir Roy Griffiths' statement that people should have a say on what services they receive and how they are delivered (DOH, 1989). We also acknowledge that people have the right to have their needs met in an individually tailored manner. Application of this philosophical position is naturally followed by recognition of the right for service users to register complaints if they are dissatisfied with any aspect of their service, and for all other stakeholders to expect that their concerns are speedily and efficiently processed and conclusions reached and recorded.

Scope of the Policy

To deal with all complaints from service users and their advocates, from service purchasers, members of the public and staff (excluding matters of a disciplinary nature, whereupon the disciplinary and grievance procedures will apply).

Procedure : How to complain

All complaints should, where appropriate, in the first instance, be made either verbally or in writing to the respective home manager.

It is the responsibility of the manager to investigate and respond to the complainant within 5 working days of receiving the complaint. In the event of a complaint being unresolved at this stage, the complainant will be advised that the matter is referred to the Complaints Officer* who will review the situation.

The Complaints Officer will make every effort to investigate and resolve the complaint within 28 days. In the event that the complaint still remains unresolved at this level, the matter will be brought to the attention of the Care Standards Inspectorate (Wales) or the National Care Standards Commission (England). The respective Social Work department will also be informed by the company. In certain circumstances, at the complainant's discretion, complaints may be brought to the attention of the Complaints Officer, in effect bypassing the usual method described above.

Depending on the nature of the complaint, the Complaints Officer may decide to pass the complaint on to another senior manager for actioning.

Principles

• All complaints, no matter whom the complainant, will be acknowledged, recorded and treated seriously.
• Complaints will never be dismissed without investigation.
• Complaints from any source will be dealt with quickly and effectively, and feedback given to the complainant.
• Justified grievances will be promptly remedied.
• Complainants will be able to bring their complaint to Mental Health Care without fear of incurring disapproval or a diminution of service.
• If complainants are not satisfied with the outcome, they or someone on their behalf, will be encouraged to take up the matter with the Care Standards Inspectorate (Wales) or the National Care Standards Commission (England), (the latter statement being without prejudice to the right to contact the relevant registering authority at anytime or point in the process of complaint). Ref: Home Life: 1994.

The Complaints Officer can be contacted in strict confidence at:-

The Complaints Officer
Mental Health Care
Alexander House
Highfield Park
Llandyrnog
Denbighshire
LL16 4LU

Direct Confidential
Telephone: 01824 792119
Fax: 01824 790202

Unresolved Complaints
Where a complainant remains dissatisfied following an investigation by MHC, the individual can take up his/her complaint with the relevant Care Standards Inspectorate This information will be specific to home locality and supplied in written form to each service user and their representatives upon admission.

The name and address of the relevant Local Government Ombudsman will also be supplied. The Ombudsman can be an independent 'Go Between' in any dealings complainants may have with Care Standards Inspectorates.