Following the introduction of the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, from 1 April 2009, a single two-stage approach to complaints handling has been introduced to provide a service user-focused service. This approach gives greater flexibility to organisations in how they handle and respond to complaints and encourages a culture that seeks and uses people's experience of care to improve quality, as detailed within Making Experiences Count Reform of the Health and Social Care Complaints Arrangements. The NHS Constitution makes clear what people expect when they complain. The combined health and social care regulator, the Care Quality Commission (CQC), requires registered Providers of services to investigate complaints effectively and learn lessons from them.
It is the aim of this policy,
- To ensure that a full, open and honest response is provided to all complainants, whether made orally, in writing or electronically.
- To ensure all complaints are investigated thoroughly, impartially and appropriately.
- To ensure all staff are supported through the process of a complaint investigation.
- To ensure that lessons learned are shared across the organisation in order to rectify mistakes and to improve the quality of services for the future.