Complaints Procedure

COMPLAINTS PROCEDURE

What does Select Support Partnerships do?

Select Support Partnerships provides a range of services to adults with disabilities or mental health problems. We aim to provide services that meet the very best standards.

Despite all our best efforts we do not always get it right but we do try our best to put things right if they have gone wrong.

The best way for us to improve the service is to listen to you and learn from what you say to us.  If we identify any deficits in service or areas of concern that have resulted in a complaint we will use the outcomes of our investigation to inform decisions about future service delivery and to improve the quality of our services.

We want to know if:

  • You are unhappy about a service,
  • We have not done something we promised to do,
  • You think we have not treated you in the way you think we should.

We will do everything we can to resolve your concerns at the earliest opportunity.

Who is responsible for managing complaints?

The Area Manager is responsible for managing the complaints process and ensuring that all complaints are dealt with in accordance with these guidelines.  Details of your complaint should be sent to our Head Office address as below.  This will then be passed to the appropriate manager.

Select Support Partnerships

Regent House

Regent Street

Blackburn

Lancashire

BB1 6BH

HOW TO MAKE A COMPLAINT

Verbal Complaint

If you feel that the complaint is low level and can be easily resolved then you may wish to raise this with us as a verbal complaint.  This may be a more localised complaint that can be raised with the Area Manager who is responsible for the service you are receiving.

If you raise a verbal complaint then this will be dealt with outside of the formal complaints procedure.  This does not mean that we will not treat the complaint seriously it just means that we may be able to resolve it quickly and easily at a local level.

If you make a verbal complaint then the Area Manager will either speak to you face to face or phone you within 48 hours to discuss the complaint.  It may be resolved immediately or they may need to get other information before they can respond.  If this is the case they will advise you why more time is needed and respond to you within 10 working days.

The Area Manager will be asked to make a note of the complaint and retain this on file.  Our services are registered under the Health and Social Care Act 2008 and are regulated by the Care Quality Commission and we need to retain records for inspection.

We will regularly ask our Area Managers to report to Head Office on any complaints in order that we can effectively manage how we are dealing with them, assess the type and nature of complaints and use the information to inform decisions about future service delivery and improving the quality of our services.

If you are dissatisfied with the outcome of a verbal complaint or the Area Manager believes that it should be treated as a formal complaint we will then require you to put the complaint in writing as set out below.

Written Complaint

If you consider your complaint to be more complex or serious in nature then it is preferable for you to put your complaint in writing.  This will ensure that everyone is clear about the issues that have been raised.

Select Support Partnerships

Regent House

Regent Street

Blackburn

Lancashire

BB1 6BH

To ensure that we have all the information that we need to investigate the complaint it is useful to include the following information:

  • Name of Complainant (if different to service user)
  • Address
  • Your relationship to the service user
  • Name of service user
  • Address
  • Name of the member/s of staff involved, if known
  • Where do they work?
  • When did the incident/s happen?
  • A list of your concerns
  • Your specific questions and what you would like to know
  • What your desired outcomes are

At any stage you can arrange for a personal representative, for example, a relative, friend, neighbour or an advocate to help you with your comment or complaint.  If you require assistance to access an advocate then please do contact us for details of local services.

What happens next?

The complaint will be passed to the Area Manager who will acknowledge receipt within 48 hours.

A copy of the complaint will be shared with the Team Manager for the relevant service.

If we consider your complaint to be of a particularly serious nature we may pass it to a more senior manager in the Company to investigate.

Once we have received your complaint, you are at Stage 1 of the complaints process and our job is to help to resolve the issues with you as soon as we can.

Stage 1

You may be offered a meeting with an appropriate member of staff to discuss the issues and agree a way forward.

It is envisaged that most complaints will be concluded within 10 working days.  If the company is not able to provide a complete response due to the complexity of the complaint or because a key member of staff is absent we will contact you to see if you will agree to a further 10 days.

The total maximum amount of time that Stage 1 should take is 20 working days.

If the matter is resolved at Stage 1, we will write to you confirming the agreed resolution.

What if I am unhappy with Stage 1?

If the matter is not resolved or you are dissatisfied with the company’s response you then have 20 working days in which to request further investigation into the matter by writing to the Managing Director.

Stage 2

The complaint will be passed to the Managing Director who will acknowledge receipt within 48 hours.

An Investigating Officer will be appointed to deal with your complaint.  The Investigating Officer will be a senior person (A different Area Manager) in the Company.  Where possible this person will not be responsible for managing the area of service to which the complaint relates in order that they can be independent.

The Investigating Officer will then have 25 working days to complete his/her investigation.

They will write to you to confirm what they think your complaint is about and may as part of their investigation arrange a meeting with appropriate individuals including you as the complainant.

The Investigating Officer will write a report of their findings and write to you telling you what they intend to do about your complaint.

Stage 3

If after Stage 2 you are still dissatisfied with the outcome or resolution you can then put in writing your further concerns to the Managing Director and send this to the Head Office address.

The Managing Director will review the complaint and the Company’s response.  They will respond to you within 20 working days and indicate whether they uphold the original outcome of the investigation or whether they consider that there is any areas of concern that need to be addressed, which were not identified in the original investigation.

With regard to the Company the outcome after Stage 3 is final.

Who else will we advise about your complaint

Most of our services are provided on behalf of Local Authorities or the NHS.  In their role as Commissioners of our services they can access information about complaints that we have received.

Safeguarding Adults Procedure

If your complaint relates directly to an issue that is considered to be subject to investigation under the Safeguarding Adults Procedure then this will take precedence over this complaints procedure.  If we believe that your complaint should be investigated under this procedure then we will advise you what steps you need to take.

Other courses of action

Our services are registered under the Health and Social Care Act 2008 and are regulated by the Care Quality Commission.  You can contact the regulator at any stage.  To register a complaint you can contact them in a number of ways:

Telephone 03000 616161

Email enquiries@cqc.org.uk

The address for any written correspondence is:

Care Quality Commission

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

You may also wish to make a complaint about our services to the Local Ombudsman or the service commissioner (Local Authority or NHS).   Attached at Appendix 1 are the details of your local contacts.

COMPLIMENTS PROCEDURE

Select Support Partnerships provides a range of services to adults with disabilities or mental health problems.  We aim to provide services that meet the very best standards.

We endeavour to provide and promote the best service we can and part of this is being able to feedback to our employees when things have gone well.

 

The best way for us to provide this feedback and to reinforce the benefits of working in a positive environment where the culture is proactive and forward thinking is to ask you to provide us with information when things have gone well.

We want to know if:

  • You are happy about a service;
  • We have acted beyond your expectations;
  • You think we have recognised something of concern and acted on it without delay

Who is responsible for managing compliments?

The Area Manager is responsible for managing the compliments process and ensuring that feedback is provided to employees where they have been recognised.  Details of your compliment should be sent to our Head Office address as below.  This will then be passed to the appropriate manager who will acknowledge your compliment.

Select Support Partnerships

Regent House

Regent Street

Blackburn

Lancashire

BB1 6BH