One aspect of this is how effectively concerns and complaints are dealt with and within what manner. Complaints can be made directly to ICQ from anyone whether it be service user, family member, employee or any other professional or member of the public. As a manager, it is important that try to limit this from happening by ensuring am easily approachable so people can feel they can voice their concerns with me and have faith and trust in me to deal with the issue effectively enough to satisfy the complaint rather than it go further with ICQ without me being able to have a chance to rectify the situation.
After all, I always stress to staff and service users that if I don’t know about the concern, then how can it be rectified? Constructive criticism is good criticism because you can reflect upon it e. G. What did do wrong? What can I do different next time to limit this from happening again? Here at Brannon Care we like to pride ourselves on our effectiveness when dealing with complaints. We don’t get as awful lot, and none are of a serious nature which is always a bonus. Majority of complaints are mainly personality clashes e. G. Service user not getting on with a certain member of staff due to personal issues or just generally not suited.
Another issue we come across is visit times, especially when the seasons and clocks change throughout the year. Some people wish to alter their sleeping patterns with the sun and we try our very best to meet this need as it is their choice but on odd occasions, sometimes that time can’t be met as it will push all the other clients out of their usually yearly spot that they always keep the same. In this instance we would inform the service user in a dance and tell them the time of the visit so they know in advance and can prepare.
This is usually fine but some individuals can have their bad days, in which case we are usually the only people they see or speak to so we tend to get the flack. If a visit is late or on the very odd occasion that a visit is missed then we send a letter to the service user stating the issue and send our sincerest apologies for any inconvenience it may have caused and also stress that we will try our utmost best for it not to happen again. A copy will be kept in their file in the office for our records. This might also come in useful when auditing and doing quality assurance.
No further actions have ever been Page 1 of 8 necessary for minor concerns like this as the individuals have always been testified when we rectify the situation. If the service user or family member isn’t satisfied with the outcome then they can take it further with ICQ whom would then contact us about the issues and would be involved until it is solved. The Care Quality Commission also require registered providers of services to investigate complaints effectively and ensure that learning from complaints is reflected in risk management and training and development arrangements.
Due to us being a small business we don’t really have many complaints, but if so, they are usually dealt with straight away in the most appropriate manner. With the business being privately owned and family run, it is more personal when people come in to have a chat about concerns because they always get a regular face they are used to seeing. They also know that the decision making process is in the office and doesn’t have to follow a chain of command e. G. Hierarchical structure which means the complaints will be dealt with quicker because time isn’t lost communicating the issue across to all relevant managers.
Having 3 people in the office has its advantages because there are 3 different personalities so staff should feel comfortable talking to at least one of us, if not all of us. Having the top line of command in the office e. G. Directors, Care Manager and Office Manager can also have a slight downside because if people don’t feel satisfied with the answer they get in the office then there isn’t really anyone else higher up within the business for them to talk to which leads me to mention another governing body that complaints could be made to, this is called the National Health Ombudsman.
The NO deals with complaints and issues within the healthcare sector and also audits them if necessary. The Health Service Ombudsman of the Health Service Commissioners Act 1993 has the power to investigate all complaints; he service user can get these people involved if they are not satisfied with the results of the complaint investigation. Luckily we haven’t had to go down this route yet as we haven’t had any major complaints. The only real complaint we get are personality clashes between service user and client and little issues with visit times which sometimes cannot be helped due to traffic or emergencies.
We send letters out if this occurs just to apologies and say that we will try our very best for it to not happen again. ‘The Parliamentary and Health Seen,’ice Ombudsman’s role is to investigate implants that individuals have been treated unfairly or have received poor service from government departments and other public organizations and the NASH in England. ‘ (Parliamentary and Health Service Ombudsman, 201 5) SST Hellene Council (2010) state that ‘a complaint is any expression of dissatisfaction about a service that is being delivered, or the failure to deliver a service, or the behavior of a staff member.
It must be remembered that not all individuals would wish to make formal Page 2 of 8 complaints, but do have things to say that require action to be taken. These issues should still be addressed and recorded within service areas. A complaint/concern/comment can be made in person, in writing, by telephone or email or through the council’s website. Every effort should be made to assist an individual in making their views known and any staff member should be available to accept the initial representation. CAFE (2010) ‘People wishing to make a complaint or raise a concern will only do so if they have confidence that complaints will be dealt with promptly, fairly and without risk to themselves or others. The fear of retaliation (getting jack at a person for complaining) can range from a concern that they Or their community will be excluded from receiving aid by the organization, to the fear that they will be personally persecuted for complaining. In some situations e. G. Conflict or volatile contexts, this may be particularly acute and needs careful consideration. Potential users may have concerns or ‘barriers’ to their willingness or ability to complain. It is essential to understand what these are and to come up with the most effective ways that they can be minimized or overcome. Information from the stakeholder analysis can be used to consult with and involve a wide anger of users particularly those that are often marginal’s or most vulnerable, to ensure that all members of user-groups are able to raise a concern or complaint safely and confidently.
Cosgrave Care (2015) ‘In all cases complaints and concerns shall be treated seriously in a sensitive and confidential manner. Complaints and suggestions must be handled in such a way as to first of all reach a satisfactory outcome with the complainant, and to turn a potentially difficult and damaging problem into a source of quality improvement. All formal or serious complaints will be investigated by a person not related to the immediate resource of the complaint. The recording of complaints will not be confined to “serious” or “substantial” complaints.
The existence of records for complaints of an apparently minor nature is an indication of the effectiveness of the procedure, the openness of the culture of the organization and its employees, and their vigilance in the area Of abuse. Complaints will be recorded on the files of the people who use our services in order to identify any pattern of complaints relating to an individual, including care or service provision in order to update and review the personal planning process.
Complaints will be recorded centrally in order to identify any pattern of complaint relating to all or a group of people who use our services. This record will contain minor complaints in addition to serious complaints, and will be accessible to all members of staff where appropriate, unless this is a safeguarding issue. In order for this to be established, members of staff are to make appropriate entries, in a timely fashion, to Personal Planning or risk assessments.
The central information, with regards to complaints, suggestions and compliments, will be Page 3 of 8 regularly reviewed and analyses. The summary will be regularly considered by the Management Meeting for quality assurance purposes. Compliments will be recorded centrally and made available for all parties to read, also on the personnel file of any member of staff individually complimented. Employees who are the subject of a complaint should not communicate directly with the complainant unless accompanied by a senior member Of staff, unless requested directly to do so by the complainant.
Where the complaint gives rise to concerns regarding the wellbeing of one or more of the people who use our services, serious consideration must be given to suspension of the person or persons complained about, and an investigation must be initiated immediately in order to identify any risk to the health and welfare of the individual involved. ‘ One thing we do stress to all of our service user right from the start and that is that the care we give will never be compromised over a complaint.
The standard and quality of care will always remain the same. We also think it is vitally important that everyone knows how they can make a complaint and that it is their duty to do so. When taking a new client on we put the complaint procedure in their folder at home and read through it with them so hey understand. When a service user wants to make a complaint, they can raise the concern with a member of staff if they would prefer.
This would then be taken to their manager whom would deal with it effectively and appropriately in a professional and supportive manner. If they have previously complained and have had the issue rectified then this might give them more confidence in voicing their concerns again because they know they will be listened to and their issue will be dealt with. When a complaint has been made, it is important to keep the service user up to date with any progress and to inform them that it is being dealt with.
Some issues may take a while to resolve so it is courteous to let the service user know that they have been heard and things can take a while. Some people may wish to be anonymous in which case they will be keeping an eye out for any changes. The complaints process will then only be regarded as ‘completed’ when the complainant or their advocate/representative has indicated, in writing preferably, that they are satisfied with the outcome of the complaint and they are happy with the way it has been dealt with.
Appointing a complaints manager within a business (mainly for larger equines that dealt with numerous complaints) can help when it comes to dealing with complaints and issues because the person in charge (usually a senior member for a small business) may have come across a similar complaint previously and will already know how to deal with it efficiently and effectively. It is also helpful to have dedicated communications set up for receiving complaints for example and separate complaints email address specifically just page 4 of 8 for complaints.
This should be reviewed on a daily basis preferably by the complaints manager or registered manager. Setting a Service Level Agreement for responding to complaints will also help when dealing with complaints efficiently. For example setting an SLAM of 24 hours or even 48 hours to give enough time to respond to the complaint either in full or just to acknowledge that the complaint had been received and is being dealt with. This is useful for the complainant because they then know that you have received the complaint and it is being dealt with.
It also helps with quality assurance and reviewing complaints because you can judge how long it has taken to deal with the issue and whether the complaints procedure is effective enough. Keep the complainant updated through the process with written letters while the complaint is still being investigated. The complaint procedure must be publicly available with all outcomes being recorded on the appropriate forms adding additional sheets if necessary. During the process the complainant will be asked to review all written records and documents and sign to indicate agreement with the outcome. F the event of a continued disagreement occurs and it cannot be resolved internally then the complainant will be advised to approach external authorities such as ICQ, Social Services or NASH, an independent advocacy service may be involved or even the local government ombudsman. For private funded service users whom don’t really have contact with social services, there are a range of advocacy services available for them to use. It is important that the registered manager supports the service user to contact an appropriate advocacy service if the service user shows any signs Of being unable to fully complete or further pursue their complaint.
Any completed complaints forms will be handed to the registered manager for permanent filling, centrally and on the service user’s personal file. A management meeting will be held regularly (ideally) every 3 months to review all the complaints since the previous review and any new ones in order to identify any trends and matters which may have appeared to be relatively minor at the time, but can indicate and progress into a deeper issue. It also reviews the original reason for the issue to see if any similar complaints have occurred so that the managers can spot the trend and limit it from happening again in the future.
Reflection is a good tool to use for this because you can state what the issue was, how it was overcome and how it can be limited in the future. It also gives the opportunity to earn from mistakes and make sure similar issues don’t occur. A service action plan should then be created and updated each time there is a complaint and it should include all actions to taken to resolve any issues as well as include any requirements or recommendations made following the investigation.
Page 5 of 8 Due to us only being a small company, when a complaint is made, it usually affects majority of the team because we all work so closely together. We don’t get many complaints admittedly but when we do we involved all members of staff that are appropriate to the complaint. They will be called into the office to be involved in the meeting, we will discuss the complaint and the best possible way to resolve it. We think it is important for them to be involved so they understand the complaints process and can have a first hand at dealing with the issues.
During supervisions we also like to go through the complaints procedure and teach staff about how to handle complaints and concerns and what to do if they are dealing with one. This should hopefully make them more confident when it comes to voicing concerns because they have good idea on how to do it. His also helps with the service users because they may not necessarily know how to make a complaint or voice their concerns so they can ask their career for help. It can put then in an odd situation but we work really well as a team so don’t think this will happen.
All staff members know that if they are troubled with anything or need to ask the simplest of questions then we are always here for them, they only have to ask for help and it will be there. It is vitally important to keep staff up to date with complaints because they are usually the ones that come face to face with the service users and are lifting their tasks so they need to be aware Of any complaints when they occur. This will also help to keep them involved and feel part of the team because they are kept in the loop when something happens.
There’s nothing worse when a service user asks you something that you should know but you don’t because you haven’t been informed. Especially if the complaint is about them then they need to know what they have done wrong so they know not to do it again in future. Some little concerns may only be a small issue but it will stop it from happening again if the career knows that person doesn’t like retain things. Person centre care provides an opportunity to broaden the understanding of what quality of life means for each person, after all, we are all different and all have varied needs and requirements.
The particular challenge is to fulfill everyone’s needs whilst on limited time and with limited resources. Person centered planning has been used for over 20 years and has changed over the years due to different things being learned through using person centre planning. Research has found that its application does make a difference to the quality of the life that people experience. The NEWS Department of Ageing, Disability and Home Care (2009) state that, Person Centered Planning cannot be explained with a simple one-sentence definition.
In fact, the use Of the word ‘planning’ leads to significant misunderstandings and a focus on doing a ‘plan’, rather than the more important essential components of listening and thinking with the person, learning what it is the person and their family want, and Page 6 of 8 responding to providing the supports needed to achieve the goals and aspirations of the person and their family and friends. The process is embedded in the person’s social and cultural context and therefore reflective f, and responsive to, their personal, social and cultural circumstances.
A definition of person centered approaches concludes that they are: “… Ways of commissioning, providing and organizing services rooted in listening to what people want, to help them live in their communities as they choose. People are not simply placed in pre-existing services and expected to adjust, rather the service strives to adjust to the person. Person centered approaches look to mainstream services and community resources for assistance and do not limit themselves to what is available within specialist services.
One way of doing a person centered approach is to list those things that are important to the service user in relation to the complaint on one side, and those that are important for on the other (See Figure 3 below). It is then possible to compare the two columns and see how a balance between the two aspects can best be achieved in responding to the complaint. This may also cause you to identify other things that you need to know in order to be able to respond to the complaint with a clear focus on the service user. A person centered approach encourages an exploration of what is working and to working for the person.
Too often complaint management approaches focus exclusively on what is not working, rather than also seeking to identify what is working. What the provider is doing well from the person’s perspective can provide important insights into what they may need to do more of to address the complaint. When receiving a complaint it can be useful to consider what is working and not working for the person with a disability, the family and the disability service provider. When reviewing your approach to complaints it can be useful to see what themes emerge from person centered plans.