Inter-County accepts the rights of clients to make complaints and to register concerns about the services received. It further accepts that they should find it easy to do so. It welcomes complaints and looks upon them as opportunities to learn, adapt, improve and provide better services.
This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by clients and their relatives, carers and advocates are taken seriously.
The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. It is not part of the company’s disciplinary policy.
We believe that failure to listen to or acknowledge complaints leads to an aggravation of problems, client dissatisfaction and possible litigation. We support the idea that most complaints, if dealt with clearly, openly and honestly, can be sorted at a local level between just the complainant and Inter-County.
Inter-County acts on the basis that, wherever possible, complaints are best dealt with on a local level between the complainant and the company’s management.
Aim of the Complaints Procedure:-
Inter-County aims to ensure that its complaints procedure is properly and effectively implemented and that clients feel confident that their complaints and worries are listened to and acted upon promptly and fairly.
Specifically we aim to ensure that:
Furthermore, Inter-County Nursing & Care Services will:
Inter-County Nursing & Care Services maintains a record of all complaints and compliments, so that we may continually monitor, review and assess our performance making necessary changes as required.
Making a Complaint
Inter-County will ensure that:
Making a complaint when care is funded by your local council
In the first instance, you should make your complaint known to us. We will respond to you using the above procedure. If you are not happy with the reply you receive from us, you can take your complaint to your local social services department. You will need to follow their complaints procedure – your social worker, care manager or the department itself will explain what to do. You can find the address of your local social services department by using the following website link: www.gov.uk.
Inter-County Nursing & Care Services or the social services department will try to sort out your complaint and put things right to prevent the same thing happening again.
If you are not happy with the reply you get:
If you are not satisfied with the final reply from Inter-County Nursing & Care Services or your local social services department, you can complain to the Local Government Ombudsman – details of which are given above.
Sharing your experience with CQC
Even though the Care Quality Commission (CQC) cannot look into complaints about health care or social care services, they would like to hear from you if you are not happy about the care you have received or if you want to share any positive feedback you have about our services.
You can contact the CQC in a number of different ways:
Who else can help?
Complaining can be a difficult experience. Here are some organisations that can give helpful advice and support:
AgeUK (Formerly known as Help the Aged and Age Concern)
Provides information and advice to older people and their families. Contact the Age Concern information line on 0800 009966 or visit www.ageconcern.org.uk.
Counsel and Care
A national charity that works with older people, their families and carers to help them get the best care and support. It provides advice and information on many different issues, including how to complain about health care or social care.
The Counsel and Care advice line is open Monday to Friday, 10am to 4pm (Wednesdays, 10am to 1pm) on 0845 300 7585 or visit www.counselandcare.org.uk.
Citizens Advice provides free, confidential and independent advice from over 3,000 locations, including in their bureaux, GP surgeries, hospitals, colleges, prisons and courts. Advice is available face-to-face and by phone. Most of their bureaux offer home visits and some also provide email advice. To find out more, visit www.citizensadvice.org.uk.
Please contact your local branch if you would like this information provided to you in large print or audio format.
Please take a moment to read what the regulators of all care services have to say about us
The quality of our care and the welfare of our clients is our upmost priority - our reputation, testimonials and family relationships reflect that. We are also proud of our professional standards and qualifications, in particular by the Care Quality Commission. This body oversees fundamental standards in the care sector, using information, evidence, interviews and peoples experience. You can read more on the fundamental elements which we strive to exceed and excel in everyday.