Making a complaint about a care provider
It can be very upsetting to find out that there is a
problem with your relative’s care, but a good care provider should welcome
feedback and do their best to put things right.
On this page, we explain how to raise awareness of a
problem and then go on to give information about keeping records and the 4
steps to take when writing a letter of complaint.
1. Raising
awareness of the problem
2. Escalating a complaint
3. Keeping records
4. Writing a letter of complaint
2. Escalating a complaint
3. Keeping records
4. Writing a letter of complaint
If you need to make a complaint about a care home or domiciliary agency, there are procedures in place to help you take your worries further. Don’t be afraid to speak up – if you don’t raise concerns, nothing can be done about them. Raising awareness of problems could help to make things better for your relative, as well as for other people being cared for by the same provider.
Raising awareness of the problem
Speak to the care home/agency
manager to give them a chance to investigate, explain and put
things right. Tell them what you want them to do. Don’t be worried about
raising issues. If you don’t speak up, then improvements can’t be made or
problems resolved. Most problems can be easily resolved at this stage.
Refusing care
If it looks like a carer hasn’t been doing certain tasks
for your relative, check to see whether this is because your relative has
refused care - in which case, a carer legally can’t do what was originally
asked of them.
If your relative doesn’t want certain things done for
them, this should be noted in the daily report sheets by the carer. If the
pattern of refusal continues, always follow this up with the agency manager.
This applies to all clients, regardless of their mental or physical health.
If the local authority is funding your relative’s care,
complain to them if you would prefer not to raise the issue directly with
the care home/agency, or if you are not satisfied with their resolution of your
complaint. All local authorities are required by law to have an official
complaints procedure.
You should also complain to the local authority if you
have a concern about the council itself, for example about an assessment or
funding allocation, or the way a member of council staff has treated you.
Escalating a complaint
If you are a self-funder and are unhappy with the
provider’s resolution of the complaint, your next step should be to complain to the local government ombudsman.
Each country in the UK has its own ombudsman.
While the national regulators (for example, the Care
Quality Commission in England) monitor all care providers, they do not
investigate individual complaints. However, you may want to let the regulator
know about concerns you have about your relative’s care home/agency to help to
ensure that the issue is addressed and does not affect others.
If you are unhappy with an ombudsman’s decision, you can appeal it through a judicial review.
This is a complicated process and you would need expert legal help.
Keeping records
If you take a complaint further, it’s very important to
keep accurate records that you can refer back to. Remember to:
·
put everything in writing, where possible, so
that there is a record of correspondence
·
keep notes of telephone calls: who you spoke to,
when it was and what was said
·
keep notes of meetings: who was there, what was
said and what conclusions were reached
·
keep a diary of issues relating to your
complaint as evidence of what happened, when. If you witness an incident that
you are unhappy about, write down everything that happened so that you can
remember the details accurately.
Writing a letter of complaint
If you choose to write a letter of complaint, you should
include the following information:
1. Outline the problem:
who or what has caused your concerns. Try to outline the most important points.
If you are complaining about a member of staff, give their name and position
(if you know it).
2. Where and when the events
took place.
3. What action you have
already taken, if any, and what responses you have had.
4. What results
you want from your complaint.
5. For further advice if you live in England,
contact your local Healthwatch organisation, who can tell you if there are any
advocacy organisations in your area that can help you progress your complaint.
As the ‘consumer champion’ for
health and social care providers in your area, it is always worth letting your
local Healthwatch know about any problems so that they can use this to help
improve service provision in your area.
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