 East Lothian home care by Goose Green HomeCare | sitemap | log in
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Complaints and suggestionsGoose Green HomeCare Agency Complaints Policy
Policy Statement
Goose Green HomeCare is a responsive and modern organisation, and as such welcomes complaints. We aim to handle complaints quickly, effectively and in a fair and honest way.
What is covered by this policy?
The definition of a complaint
A complaint is…
“an expression of dissatisfaction requiring a response”
Who can make a complaint?
Any client of Goose Green, their representative, any staff member, public or voluntary bodies can make a complaint about Goose Green
How a complaint can be made?
A complaint can be made in the following ways:
The Complaints Process
A manager or their delegate in the company deals with complaints. We will respond to you within 10 working days. If the complainant still feels dissatisfied then another manager will investigate and respond.
Confidentiality
All complaints will be treated in confidence. Only the manager concerned or their delegate will be aware of the nature of the complaint and the investigation and response given. Anonymous complaints will be dealt with; however it is better to provide contact details so that the complainant can be informed of the outcome. Goose Green is happy to deal with a third party for example a representative named by the anonymous complainant so they can convey the outcome to the complainant without divulging their identity.
Equality Statement
Goose Green aims to handle all complaints fairly and honestly regardless of who makes the complaint. We treat all people equitably and will not show bias to any particular individual or group. Where appropriate, information will be made available in large print or another format or language if required.
Matters outside the policy
The following matters are not included in this policy:
Monitoring of satisfaction and performance
It is important to monitor the effectiveness of our complaints system to determine quality of service, along with ensuring there is no under representation of any party due to lack of complaints awareness.
Complaints, Suggestions and Compliments
Goose Green HomeCare is committed to providing a quality service. We need to hear from you if you have any complaints, suggestions or compliments about the service you receive.
We use this valuable information to help us improve the services we provide for you. We take all complaints seriously and deal with them as quickly as possible.
Who to contact?
By letter: The Complaints Manager
Goose Green HomeCare Ltd
Unit 2
Elvingston Science Centre
Elvingston
Gladsmuir
East Lothian
EH33 1 EH
By telephone: 01875 408 167
By fax: 01875 408 161
By email: caremanagers@gghc.co.uk
Stage 1 of our procedure is explained below:
Complaints Procedure Stage 1
Who can make a complaint, suggestion or compliment?
Anyone receiving a service from Goose Green can make a complaint, suggestion or compliment about our service. Your carer, friend, relative or advocate can make a complaint on your behalf.
How to make a Stage 1 Complaint or suggestion
You can make a stage 1 complaint by speaking to your senior carer or care co-ordinator who will support you to complete a Complaints Record and this will be registered on our Complaints Register.
What might you like to complain about?
You can complain about any part of our service you are unhappy with. This may include the quality of the service you receive. The complaint must be made within 12 months of the event you are complaining about.
What will happen when you complain?
We will acknowledge your complaint within 2 working days of receipt of it. Your complaint will be dealt with by a manager or their delegate. This manager will investigate the circumstances of your complaint and aim to respond to you within 10 working days. This response will outline what action will be taken as a result of your complaint. All your complaints, suggestions and compliments will be dealt with in the strictest confidence.
In some cases this process will take longer but we will always keep you informed of the reason for this and agree a deadline for conclusion.
What happens if you are not happy with the response to your complaint?
If for any reason you are unhappy with the response from the manager, you should contact the Complaints Manager, who will arrange for your complaint to be investigated further under stage 2 of our procedures. You should contact the Complaints Manager within 20 working days of receiving that response.
Complaints Procedure Stage 2
You may wish to take a complaint to Stage 2 of Goose Green HomeCare’s complaints Procedure.
This may be because:
Stage 2 of our procedure is explained below:
How do you request a Stage 2 Investigation
To request a Stage 2 complaint investigation, you should contact the Complaints Manger within 20 working days of receiving your response to your Stage 1 complaint. Alternatively you may submit a Formal Complaints form (there is one attached to this policy). The Complaints Manager will arrange a meeting with you to discuss your complaint in detail. Once the detail of the complaint has been agreed your complaint will be registered on our Complaints Register.
Who will investigate your Complaint?
A manager other than the manager who investigated your Stage 1 complaint will be appointed to look into your complaint.
What will the Investigator do?
The investigator will look into the circumstances of your complaint, and prepare a written report, detailing the findings and any recommendations for resolution.
How long will the investigation take?
The investigation should be completed within 25 working days of registration of your complaint. In some cases this may take longer, but you will be informed of this.
What happens after the investigation?
The Manager will write to you about the findings and recommendations made in the report.
What happens if you are still unhappy?
If you are still unhappy following the response from the manager, you can ask for your complaint to be moved to Stage 3. This request must be put in writing within 20 days of receiving our letter of response to your Stage 2 complaint. Your letter should be sent to:
By letter: The Complaints Manager
Goose Green HomeCare Ltd
Unit 2
Elvingston Science Centre
Elvingston
Gladsmuir
East Lothian
EH33 1 EH
By telephone: 01875 408 167
By fax: 01875 408 161
By email: caremanagers@gghc.co.uk
Complaints Procedure Stage 3
If you still remain dissatisfied following your Stage 2 response then you may wish to pursue your complaint to Stage 3 of the Goose Green HomeCare procedure. Please see our information below on how to take a complaint to Stage 3.
What happens at Stage 3?
A panel of directors will meet to consider your complaint and the way in which it has been dealt with. This is referred to as the Review panel. They will have no previous knowledge of your complaint.
Will you be invited to the meeting?
Yes. If you do not wish to attend, you can ask a representative to present your case for you.
Can you bring someone with you if you do attend?
Yes. You may find it helpful to bring a friend or relative to support you. If you would like an independent person there to support you (an advocate), please talk with the Complaints Manager or contact one of the organisations from ‘Useful Contacts’.
Who will be at the meeting?
What happens at the meeting?
You or your representative will explain your case to the panel. The Complaints will represent Goose Green’s case.
The review panel may ask questions of you or the Complaints Manager to help them with their decision making.
Everyone will then be asked to leave to allow the panel to consider its decision.
When will you be told of the decision?
A letter will be sent out to you within 5 working days of the meeting to inform you of the review panel’s decision and any recommendations made. This letter will also be circulated to all who attended the meeting.
What happens if you are still unhappy?
This decision is final. If you are still unhappy you can at any time complaint to the Care Commission, the regulatory body for an independent investigation of the matter. You may also make a complaint to the United Kingdom Home Care Associations (UKHCA) and they will also investigate the matter to ascertain that Goose Green acted fairly and followed the UKHCA Code of Conduct.
Useful Contacts
The Care Commission
South East Region
Stuart House
Station Road
Eskmills
MUSSELBURGH
EH21 7PB
Tel: 0131 653 4100
Email: enquiries@carecommission.com
Ears Advocacy Service
Forecort Leisure
Ashley Place
EDINBURGH
EH6 5PX
Tel: 0131 478 6030
Email: info@ears-advocacy.org.uk
United Kingdom Home Care Association Ltd
Group House
52 Sutton Court Road
SUTTON
SM1 4SL
Tel: 020 8288 5291
Email: enquiries@ukhca.co.uk
The Citizens Advice Bureaux
38 Market Street
HADDINGTON
East Lothian
EH41 3JE
Tel: 01620 824471
Age Concern Scotland
Causewayside House
160 Causewayside
EDINBURGH
EH9 1PR
Tel: 0845 8330200
Email: enquries@acscot.org.uk
If your care is Social Work funded:
The Complaints Officer
Social Work Department
East Lothian Council
9-11 Lodge Street
HADDINGTON
EH41 3LN
Tel: 01620 827541
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