COMMENTS, SUGGESTIONS, AND COMPLAINTS POLICY

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1. Policy Statement

Home at Peace is committed to ensuring that service users, their families, and visitors have an active voice in their care. Complaints, comments, and suggestions are vital tools for continuous quality improvement and form an integral part of our governance procedures.

Our philosophy is to welcome feedback as a positive diagnostic tool. We are committed to resolving issues in a transparent, timely, and supportive manner.

We guarantee that a service user’s care, treatment, and support will never be adversely affected because a complaint or suggestion has been made.

This policy complies with CQC Regulation 16: Receiving and acting on complaints and aligns with the Local Government and Social Care Ombudsman (LGSCO) Complaint Handling Code.

2. Procedure

2.1 Promoting Feedback

  • The organisation maintains an open, inclusive culture and actively seeks feedback via feedback forms, suggestion boxes, and annual evaluative questionnaires.
  • This policy and an Easy-Read version must be displayed prominently in communal areas, staff rooms, and embedded within the service’s Statement of Purpose.
  • Support staff must ensure all service users are aware of their right to complain and know how to access the necessary forms.

2.2 Stage 1: Local Resolution (Registered Manager)

  • In the first instance, complaints should be directed to the Registered Manager.
  • All complaints—whether verbal or written—must be acknowledged within 3 working days.
  • The Registered Manager will investigate and log all data securely in the Complaints Log (including dates, complainant details, root causes, and actions taken).
  • A full written response detailing the findings and any corrective actions must be issued to the complainant within 20 working days.
  • If an extension is required, the complainant must be notified in writing with a clear explanation.

2.3 Stage 2: Direct Escalation and Resolution

  • If the complaint is not resolved during initial discussions, the matter will be formally handled by the Director, Carol Henry.
  • The Director will conduct a comprehensive investigation, log all details securely with the head office compliance records, and issue a formal written response.
  • Because the provider is currently operating with a streamlined management structure, if the complainant remains dissatisfied with this outcome, they will skip further internal escalation steps to prevent any conflict of interest.
  • The complainant will immediately be guided to escalate their case to independent external review bodies, as detailed in Section 2.4.

2.4 Stage 3: External Review (Ombudsman)

If the internal complaints procedure has been exhausted and the complainant remains dissatisfied, they have the right to refer their case to the Local Government and Social Care Ombudsman (LGSCO). The LGSCO provides a free, independent review service.

2.5 Contacting the Regulator (CQC)

Complainants may also share their experiences directly with the Care Quality Commission (CQC).

Important Notice: The CQC does not investigate individual care complaints or arbitrate between providers and service users. They use feedback to inform their regulatory oversight and continuous monitoring of the service.

3. Governance and Continuous Learning

3.1 Duty of Candour

In line with CQC Regulation 20: Duty of Candour, if a complaint uncovers an incident that resulted in harm, the service will provide a formal, honest apology, a full explanation, and written support to the affected individuals.

3.2 Oversight and Auditing

  • Director Reviews: Company Directors must audit and sign off the Complaints Log at least once a month to track completion, ensure regulatory timelines are met, and monitor systemic trends.
  • Staff Briefings: The Registered Manager will share anonymised trends and lessons learned from compliments, suggestions, and complaints during team meetings to improve care delivery standards.
  • Information Requests: In accordance with Regulation 16, Home at Peace will provide a summary of complaints to the CQC within 28 days upon receiving a formal request.

4. Compliments and Suggestions

  • Compliments: All expressions of praise or appreciation from service users or relatives must be logged on the Compliments Log. Thank-you letters will be stored in a folder available at reception.
  • Suggestions: Suggestions from the onsite suggestion box must be logged on the Suggestions Log and reviewed monthly by management for feasibility.

Associated Forms

  • Complaints Form / Compliments Log / Suggestions Log (Stored in the Registered Manager’s Office)
  • Easy-Read Guide to Raising Concerns