Newdon Health Care Limited understands complaints to be an expression of dissatisfaction requiring a response, communicated verbally, electronically or in writing.
Complaints may be made by any Service User, their family or advocate acting on their behalf, with their consent or in their best interests.
Newdon Health Care Limited takes complaints seriously. We will aim to put things right that have gone wrong and learn lessons to avoid the problem happening again.
This policy sets out the framework for how Newdon Health Care Limited will achieve this. The detail of how Newdon Health Care Limited will do this will be found in the associated procedures.
The detail of how Newdon Health Care Limited will do this will be found in the associated procedures.
Newdon Health Care Limited will comply with legislation, national guidelines, regulation and best practice when managing complaints and suggestions. A systematic approach will be taken with all aspects of complaints and suggestions.
Complaints made or concerns raised by staff will be addressed via the grievance process if the complaint or concern relates to them individually, or via the Whistleblowing procedure where a protected disclosure is made.
Newdon Health Care Limited understands its statutory obligations in respect of the Duty of Candour and will ensure it follows the agreed policy and procedure.
Newdon Health Care Limited will ensure that its complaints and compliments process is fair and transparent and does not discriminate directly or indirectly because of the following:
Age
Being or becoming a transgender.
Person Being married or in a Civil partnership
Being Pregnant or on Maternity Leave
Disability
Race including Colour, Nationality, Ethnic or National origin Religion, Belief or Lack of Religion/ Belief
Sex
Sexual Orientation
The complainant will feel free to complain without fear of reprisal and will be treated with courtesy, respect and compassion. Newdon Health Care Limited will ensure that the process for how to make a complaint and the feedback given to the complainant are provided in a way that meets the Accessible Information Standard and are in a format that the Service User can understand.
For Service Users who require additional support such as an interpreter, advocate or any other support necessary, Newdon Health Care Limited will acknowledge this and help people receive the support required to be able to complain should they wish.