Complaints & Suggestions PolicyComplaints & Suggestions PolicyComplaints & Suggestions PolicyComplaints & Suggestions PolicyComplaints & Suggestions PolicyComplaints & Suggestions PolicyComplaints & Suggestions Policy

Complaints & Suggestions Policy

We believe that if a service user wishes to make a complaint or register a concern they should find it easy to do so. It is the home’s policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by service users and their relatives and carers are taken seriously.

The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. It is not part of the Company’s disciplinary policy.

Mead Medica believes that failure to listen to or acknowledge complaints will lead to an aggravation of problems, service user dissatisfaction and possible litigation. The Company supports the concept that most complaints, if dealt with early, openly and honestly, can be sorted at a local level between just the complainant and the individual home. At any time in the process or if this fails due to either the home or the complainant being dissatisfied with the result the complaint will be referred to the Care Inspectorate for Scotland and /or the Social Work Dept and legal advice will be taken as per necessary.

 

Aim

The aim of the Company is to ensure that its complaints procedure is properly and effectively implemented and that service users feel confident that their complaints and worries are listened to and acted upon promptly and fairly.

 

Goals

The goals of the Company are to ensure the following:

  1. Service users, their representatives and carers are aware of how to complain and that the home provides easy to use opportunities for them to register their complaints
  2. A named person will be responsible for the administration of the procedure
  3. Every complaint is acknowledged within three working days
  4. Investigations into written complaints are held within 28 days
  5. All complaints are responded to in writing by the home
  6. Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to both staff and service users.

The home believes that, wherever possible, complaints are best dealt with on a local level between the complainant and the home, however any complainant can approach either the Care Inspectorate or Social Work Dept at any time in the process. If either of the parties is not satisfied by a local process the case should be referred to the Care Inspectorate for Scotland and/or the Social Work Dept.

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Get in touch

If you would like an informal discussion please contact the Home Manager or

Director of Care Services
T: 01461 206218
E: headoffice@meadmedica.co.uk