Aim of policy: to ensure that complaints are well managed.
Bandrum operates an open and transparent policy regarding complaints. Staff should be ready to offer an apology where appropriate in response to concerns raised.
We take complaints seriously and regard them as an opportunity to reflect on our care standards and learn and develop. Where possible, we aim to resolve complaints & concerns at a local level, but residents, relatives & staff should be also aware of the formal process for raising concerns.
The first steps:
Any verbal concern raised by residents, relatives, visitors or staff should be referred to the Charge Nurse for the unit in the first instance, who will do their best to investigate & resolve the matter. For residents and relatives, a meeting should be offered to discuss concerns, and relevant actions taken. For staff who raise concerns about a colleague, mediation can be offered as a means of local resolution. If the concern is not resolved in a satisfactory manner, the matter should be referred to the general manager, and if a written complaint is received, a formal complaints process will be instigated.
Formal Complaint
The Care Home Managers or Director will acknowledge receipt of a written complaint, within 3 days, through letter or telephone call. They will offer a meeting to discuss the matter and explore the issues of concern.
If an investigation is required, the Care Home Manager or Director will appoint a suitable person, – usually an alternative manager, to carry out a full investigation, including:
a) The nature of the complaint
b) The outcome desired by the complainant
c) The views of witnesses and relevant personnel,
d) What has been done to try to resolve the complaint
e) The investigating person’s assessment of the problem, report of any conversation during the period of problem solving and recommendations for future action.
A report will be prepared, which the Care Home Manager or Director will share with the complainant within 21 days, to discuss the outcomes.
Any actions arising from the complaint report should be written into an action plan, and shared with all relevant personnel, and monitored.
All correspondence will be recorded, in the complaints folder, kept in the Care Home Manager’s office or Directors. Significant complaints should be reported to the Care Inspectorate, and social work & information should also be recorded in the residents file, as appropriate.
Where residents, relatives or staff are unhappy with the process or the outcome of any complaint, decision on the procedures, they should be invited to contact The Care Inspectorate.
This can be done by
Policy Catalogue: HR
Author: HR Booth
Updated: Dec 2024
Review: Dec 2026