1.1 Identify the regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints in own area of work
The regulations that govern our company are Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations 2009 which are implemented by CQC. Specifically Regulation 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 relates to complaints.
Paramount has a Compliments and Complaints Policy which is updated regularly. We also have different formats of Compliments and Complaints forms.
1.2 Analyse how regulatory requirements, codes of practice and relevant guidance for managing concerns and complaints affect service provision within own area of work
They ensure that they prevent unsafe and inappropriate care of service users. Service users have a full explanation of how to make a complaint when they come to the service. They have accessible forms such as forms using writing with symbols, faces or written word or verbal word. Service users are supported to complete the form by a person not involved in the complaint.
They ensure that we provide the best service to the service users in a manner that they prefer. They ensure that the service users thoughts and feelings are heard and acted upon.
2.1 Explain why individuals might be reluctant to raise concerns and make complaints
Individuals may be reluctant to make complaints due to fear of chastisement. Additionally fear of authority and people in power due to past history may play a factor in why an individual may not make a complaint.
2.2 Outline steps that can be taken to encourage individuals to raise concerns or complaints
We carry out quarterly reviews with the service user in a manner appropriate to them. This helps form a trusting relationship between service users and carers. Because of this trust they feel more able to raise a concern or complaint. The more service users are listened to and their thoughts and feelings steer the service the more they understand that their opinion counts and makes a difference.
2.3 Work with others in the development of procedures to address concerns and complaints
As individual managers of different services within the Paramount Group we combine our knowledge at monthly meetings to develop policies and procedures. We also consult with Social Workers, Families, Neighbours, Education and Health on a regular basis to improve our ways of working, policies and procedures.
2.4 Ensure information on how to raise concerns and make complaints is available in accessible formats
We have created the Compliments and Complaints Policy, Procedure and forms in both written word and writing with symbols, oral copies are also available for those with limited sight. This is given to the individual, their family, social worker when they first come to the service and on a yearly basis thereafter as they are continually updated. Additional copies are available whenever someone wants a fresh copy. The neighbours of the supported living houses have been given copies.
Individuals are given support to complete the forms as and when required.
2.5 Review the procedures that have been developed against regulatory requirements, codes of practice and relevant guidance
Our procedure includes the stages of procedure and timescales involved. Initially the complaint will be dealt with by the manager who has 5 working days to respond to the complaint. If a solution cannot be agreed then the complainant will be asked to put the complaint in writing and this will then be submitted to a Senior Manager to will acknowledge the complaint within 5 working days. They then have 28 days to notifying the complainant of any actions taken and they will be asked to acknowledge the Senior Managers response. If the...
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