Complaints and Concerns It is ok to speak up about things that you are unhappy with and to talk about things that make you worried, nervous or scared. I don t like what happened today. I m not happy about something. Please tell somebody! Saint John of God Hospitaller Services makes sure that every complaint received is followed up in the correct way. This is called the Complaints and Concerns Procedure. Full details of this procedure are over the page.
Complaints and concerns procedure for the people who use the charity s services Are you unhappy? Has something happened that you don t like? It is important to tell a member of staff if you don t like something that has happened or if something is making you unhappy. Even if it something small, staff will always take your concern seriously. You can tell: A staff member who supports you. The manager of your service. Another manager within Saint John of God Hospitaller Services, for example: the service improvement manager the head of services the quality improvement lead the head of service transformation What happens next? 4 Staff will always take your concern seriously. They will try to resolve the issue and will work with you to find the best solution possible.
Once you have told someone about your concern or complaint: 1. You will receive confirmation they have received your concern or complaint within 7 days. 2. You will hear how long it will take to look into it. 3. You will hear about how your concern or complaint will be dealt with. 4. You will hear what they find out and how they are going to deal with it. If the member of staff cannot deal with the concern or complaint, or if you are unhappy that your concern or complaint is being dealt with informally, you will be advised to make a formal complaint. Making a formal complaint: The service manager will meet with you to discuss your complaint. The service manager will assess how to deal with the complaint. Together you will discuss what action or outcome will be the best resolution to make things right for you.
You and the service manager will agree: 1. What needs to happen. 2. A timescale to make things happen. What you discuss and agree will be recorded on a record sheet. Following any necessary investigations, the service manager will tell you of the outcome of these investigations. If your complaint is about a person. This person may need to know you have made a complaint. We will support you should this happen. If the complaint is very serious If the complaint is very serious, it may have to be reported to the local adult safeguarding team. Staff will follow the local safeguarding procedure. Using an advocate You can ask to use the services of an advocate at any time. The service manager will arrange this for you. An advocate is someone who can both listen to you and speak for you when you need.
If you are not happy with how your complaint has been dealt with: If you are not happy with the way the service has dealt with your complaint, you should contact: Your local council or the local commissioners of your services. These are the people who pay for your service. Ask the service manager for this information. Taking the complaint further If you are not happy with the way your service, or the local council / local commissioners have dealt with your complaint, you can tell the Local Government Ombudsman: The Local Government Ombudsman PO Box 4771 Coventry, CV4 0EH 0300 061 0614 If the complaint is about housing services you can contact: Housing Ombudsman Service 81 Aldwych London, WC2B 4HN Telephone: 0300 111 3000 info@housing-ombudsman.org.uk
Some other information you need to know: Care Quality Commission (CQC) CQC is the regulator for all health and social care services in England. A regulator is an organisation that checks services meet the government s standards or rules about care. CQC has rules so that services keep you safe and give you the right care and support. Information from the public about their experiences of care is very important to them. 7 They will listen to what people say so they can find out which services are not following their rules.! But please note - CQC cannot investigate individual complaints. CQC can be contacted at: Care Quality Commission Citygate Gallowgate Newcastle upon Tyne NE1 4PA 03000 616161
Space for contact details that may be useful to you Local external agencies Local Council Local Commissioning Service If your complaint is about housing services, you can contact: Housing Ombudsman Service Other:
Support to speak up about your service Your local advocacy or support group Your local citizens advice bureau A social worker you trust
A member of staff you trust Service manager Your local safeguarding/ protection team Your doctor: