Where required, Newdon Health Care Limited will be registered with the CQC for regulated activities, service types and service user bands as defined in the CQC Statement of Purpose.
This will ensure that Newdon Health Care Limited provides services that are safe, effective, caring, responsive and well-led in line with the CQC’s published quality statements, regulatory framework and associated best practice guidance.
Newdon Health Care Limited is registered to provide the following regulated activities:
Long-term conditions services, Community healthcare service (please tick if you are a nursing agency only), Community-based services for people with mental health needs, Community-based services for people with a learning disability, Urgent care services, Domiciliary care service, Supported living service, Day Care, Community Services, Personal Care, Learning disabilities or autistic spectrum disorder, Older people, Adults, Younger adults, Mental health, Physical disability, Dementia, Alzheimer’s, Eating Disorders, Autism, AHD, Cancer Care, Palliative Care, Cerebal Palsy, Epilepsy, Motor Neurone Disease, Multiple Sclerosis, Parkinson’s Disease, Orthopaedic, Schizophrenia, Stroke, Visual Impairment, Speech Impairment, Respite Care, Day Care, Physiotherapy, Mental Health.
Newdon Health Care Limited is registered to provide the following service types:
Newdon Health Care Limited is registered to support the following service user bands:
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.
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:
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.
Seeking Views and Engaging with Service Users
Newdon Health Care Limited will seek out opportunities to obtain feedback from Service Users and stakeholders. Newdon Health Care Limited will act with sensitivity, integrity and professionalism by treating individuals who do complain or make a suggestion with compassion, courtesy and respect. Newdon Health Care Limited will protect the Service User’s right to confidentiality.
Newdon Health Care Limited will ensure that alternative methods of communication and support are available so that the complaints and suggestions procedures are accessible for Service Users who experience difficulties with communication or whose first language is not English.
Staff will undertake training on how to manage complaints in line with their roles and responsibilities.
Newdon Health Care Limited understands that it can be difficult to separate a complaint from a concern and, ultimately both require action. Therefore, Newdon Health Care Limited will follow this policy when there is any dissatisfaction with the service.
A full record will be held of all complaints and concerns received regardless of the level of seriousness and means of communication. This approach allows an open and transparent culture around raising concerns in the earliest stage to allow resolution. A record of the complaint will also be held in the Service User’s Care file and will be reported in line with contractual or regulatory requirements.
Where a complaint or concern is raised that relates to the Service User being harmed or likely to be harmed, Newdon Health Care Limited will follow its Safeguarding Policy and Procedures in addition to the complaints procedures, seeking advice and guidance from the Chesterfield Borough Council Safeguarding Adults Team and escalating concerns in line with Chesterfield Borough Council procedure. Newdon Health Care Limited will also notify the CQC in line with its statutory duty.
It is acknowledged that all staff working within Newdon Health Care Limited may find themselves presented with a person wishing to raise a concern or complaint at any time. Therefore, staff need to be able to manage this in a sensitive, structured and timely manner. In order to do this, staff will:
Newdon Health Care Limited has and continues to develop, an open culture of continuous development, which is instilled in everyone who works within the organisation, with a clear ethos of viewing concerns and complaints as opportunities for improvement.
Management Team at Newdon Health Care Limited
Newdon Health Care Limited welcomes compliments and suggestions and recognises their importance in celebrating and recognising the success of its service and opportunities for improvement. We will engage with a wide range of stakeholders in addition to Service Users to support service development and improvement. We will share feedback with our staff.
Newdon Health Care Limited will follow the Local Government and Social Care Ombudsman best practice (a link to which can be found in the Underpinning Knowledge section of this policy) and, where Service Users are receiving services from more than one organisation, it will ensure they can make a complaint to anyone and be provided with a single response following a joint investigation.
A complaint can be made to Newdon Health Care Limited by:
Where someone complains verbally, Newdon Health Care Limited will make a written record and provide a copy of it within 3 working days:
Where someone complains verbally, Newdon Health Care Limited will make a written record and provide a copy of it within 3 working days:
Complaints can be sent to:
The Service Manager
Newdon Health Care Limited
Unit 34 Tapton Park Innovation Centre
Brimington Road
Chesterfield
Derbyshire
S41 0TZ
Verbal complaints can be made in person or via:
Newdon Health Care Limited Telephone Number: 01246 769150 Newdon Health Care Limited
Email: info@newdonhealthcare.com
On Call Telephone Number: 07400233068
Newdon Health Care Limited will ensure that Service Users are given information on how to make a complaint and the process once a complaint has been made, including any agreed timescales.
Newdon Health Care Limited will support individuals who wish to lodge a complaint by ensuring accessibility and providing the necessary assistance in line with the Accessible Information Standard. Newdon Health Care Limited commits to offering information in various accessible formats such as easy read documents, audio versions, and translated materials through interpreters.
Additionally, for Service Users who require additional support, Newdon Health Care Limited will help to arrange advocacy services to assist individuals in navigating the complaint process, ensuring their concerns are heard and addressed effectively. This is to support the complaint process and ensure it is as inclusive and supportive as possible for everyone.
Further information on supporting Service Users with communication needs can be found in the Supporting Communication and Sensory Needs Policy and Procedure and Person- Centred Care and Support Planning Policy and Procedure. Advocacy support information can be found in the Advocacy Policy and Procedure of Newdon Health Care Limited.
Complaints should be submitted within 12 months of the incident or concern arising. The time limit, however, can and should be waived, if:
It is still practical and possible to investigate the complaint (the records still exist and the individuals concerned are still available to be questioned, etc.) and
The complainant can demonstrate reasonable cause for delay in making the complaint.
It is at the discretion of the manager of the service if the time limit can be set aside.
When a complaint is raised to staff, staff will make an effort to resolve it immediately to the satisfaction of the complainant.
Staff will apologise for the fact that there was the need to complain in the first instance and explain the complaints process as described in the procedure steps.
Staff will report the complaint to the most senior member of staff on duty and the complaint will be logged. If the complaint relates to that individual, the staff member will report the complaint to the member of staff who is next in line in seniority.
Formal acknowledgement of all complaints received (whether verbal or written) will be sent within 3 working days to the complainant. This could be via letter or email. Newdon Health Care Limited will have a local system in place to manage out-of-hours and weekend complaints received.
The acknowledgement will include:
Following a full investigation, a response letter will be sent and this will include the following:
The complaint will be closed once confirmation has been received that there is satisfaction with the outcome. In the event of dissatisfaction, Newdon Health Care Limited will support the complainant to access further support.
A record will be held of all complaints raised and contain the following information: Each complaint received
Subject matter and outcome
Details of any reason for delay where investigations took longer than the agreed response period
The date the report of outcome was sent to the complainant If no action is taken this will also be recorded
Where complaints relate to a particular Service User, a copy of the complaint will be held in their care records so that the Service User can reflect on the recommendations.
Where complaints are raised by telephone, the log will include the date and time of the call and this will be followed up with written confirmation of the areas discussed.
Where a complaint indicates the potential abuse of Service Users, safeguarding policies will be followed as per local authority expectation and necessary notifications made to the regulatory body. Where Care is commissioned by Chesterfield Borough Council, their reporting procedure for notifying them of complaints will be followed.
Where complaints are to be shared as part of learning, the complaint will be anonymised so there is no identifiable Service User information, in line with UK GDPR and data protection law.
All investigations will be managed by using the following approach:
Where necessary, advice and support will be sourced via senior managers within the organisation. The complaint must be investigated by a member of staff with the knowledge, experience and seniority to undertake the investigation robustly.
Confidentiality of information will be considered at all times and staff will adhere to the confidentiality policies and relevant codes of practice.
Appropriate action will be taken without delay to respond to any failures identified by a complaint or the investigation of a complaint.
If an investigation of a complaint results in disciplinary action against staff within Newdon Health Care Limited, the complaint will continue to its conclusion. The complainant will be
informed that the investigation has led to the disciplinary process, but the details of the outcome or ongoing investigation will remain confidential.
Newdon Health Care Limited conducts investigations impartially and without discrimination, the approach to a Service User’s support will remain unchanged in this way and indiscriminate treatment will be provided.
Where more than one organisation is involved in the Service User’s Care, they, or their representative, will be able to complain to any of them and Newdon Health Care Limited will contact the other organisations, carry out a joint investigation and provide a single joint response. Service Users must not have to contact each organisation separately.
If someone complains and Newdon Health Care Limited is not responsible for the care or service complained about, rather than turning the complainant away, Newdon Health Care Limited will share the concerns with the correct organisation(s). It will be necessary to obtain the individual’s permission to do this. If the person prefers that their complaint is not shared with another organisation (or organisations), Newdon Health Care Limited will signpost them to the right organisation instead and provide the person with their contact details.
Newdon Health Care Limited will follow Local Government Ombudsman (LGO) guidance for managing this.
Who is Responsible for Complaint Resolution at Newdon Health Care Limited?
All efforts will be made by Mr Kudzai Rivete to resolve all complaints within Newdon Health Care Limited. If a particular Service User does not wish to raise a complaint directly to management within Newdon Health Care Limited, in the first instance, staff will try and sensitively establish their reasons why and aim to resolve and address any concerns that present.
Newdon Health Care Limited recognises the importance of Service Users being able to speak freely and raise a concern or complaint regarding anyone in the organisation, including the Service Manager. Service Users are provided with information relating to who to contact in the event that this is necessary.
If the complaint relates to the conduct of the Service Manager:
Alternative Contact – The person making the complaint may feel more comfortable directing their complaint to the Responsible Individual or Newdon Health Care Limited.
Same Person – If the Service Manager and Responsible Individual are the same person, Newdon Health Care Limited has alternative options in place and understands the need for a critical friend in the form of another provider. Where this is necessary, Newdon Health Care Limited clearly identifies this here so that people may direct their complaint to this person.
External Investigation – To ensure impartiality, Newdon Health Care Limited may instruct an external professional, such as a health and social care consultant or an alternative social care provider registered with CQC, to conduct the investigation on its behalf.
This process ensures that all complaints are managed fairly and impartially.
Anonymous complaints will be investigated in the same way as named complaints. They will be logged and any corrective action necessary will be taken and also logged.
Following the outcome of the investigation, if the complainant is dissatisfied with the response or handling of information, they have the right to appeal the decision by Newdon Health Care Limited. Upon being notified of this Newdon Health Care Limited will conduct an internal review of how the complaint was handled. The investigation will be conducted by a member of staff with suitable standing that is not the original responder to the complaint, such as the Mazvita Rivete.
Newdon Health Care Limited recognises that as a key part of transparency and continuous improvement, conducting an internal investigation of this process is necessary before signposting the complainant to an external body.
Following the initial handling of the complaint and the appeal process, in the event that the Service User feels their complaint is unresolved, there are many bodies that can support or will need to be informed to assist with this (to ensure there is no bias). These services may conduct an independent review on how the complaint has been handled and will consider if the complaint has been:
They will issue a final report that outlines their findings and recommendations.
Newdon Health Care Limited will fully cooperate with this process and provide the independent reviewer all the information required to ensure transparency. We have a commitment to continuously improve, as part of that commitment we fully understand the importance of learning from the outcomes of this process.
The following external bodies can assist with a complaint that a person feels remains unresolved:
The Care Quality Commission will not investigate complaints on behalf of individuals but does like to be informed of any concerns regarding a care provider, such as poor care that has been seen or experienced. Information given to the CQC will help to prevent others from going through the same experience and can be fed back via:
Website www.cqc.org.uk Email enquiries@cqc.org.uk
Address: Care Quality Commission (CQC) National Correspondence
Citygate, Gallowgate Newcastle upon Tyne NE1 4PA Tel: 03000 616161
Fax: 03000 616171
2. The Local Government and Social Care Ombudsman (for those Service Users that are funded by local authority-funded social services care or self-funded)
Individuals have the right to raise their complaint with the Local Government and Social Care Ombudsman. This is a free service and individuals can contact their Local Government and Social Care Ombudsman via:
The Local Government and Social Care Ombudsman PO Box 4771
Coventry CV4 0EH Tel: 0300 061 0614
Email: advice@lgo.org.uk Website: https://www.lgo.org.uk/
Complaint form: https://www.lgo.org.uk/complaint-form
The Local Government Ombudsman (LGO) may investigate complaints from people who arrange their own care. Self-funders will have the right to complain to an independent and impartial Ombudsman.
Individuals must be advised that the Local Government and Social Care Ombudsman will not investigate the complaint until the provider has had the opportunity to respond and resolve the matter in the first instance.
Individuals have the right to raise a concern about a service that is NHS funded. This is a free service and individuals can make contact via:
Telephone 0345 0154033
Email phso.enquiries@ombudsman.org.uk Website www.ombudsman.org.uk
Address: Parliamentary and Health Service Ombudsman, Millbank Tower, 30 Millbank, Westminster, London, SW1P 4QP
Mr Kudzai Rivete can also signpost individuals to Healthwatch and the local Independent Complaints Advocacy Service (ICAS).
Individuals can make a complaint about a health service they are receiving or have received and can discuss this with the commissioner of the service.
Individuals have the right to raise concerns and complaints about adult social care regardless of whether or not they pay for their own Care or if the Council funds it. Individuals can make a complaint about organisations that provide services on the Council’s behalf. The contact details for the Local Authority Complaints Team are:
Local Authority Complaints Team
If a complaint involves the serious misconduct of a healthcare professional, their relevant professional body can be informed and this is determined on an individual case basis in discussion with the Service Manager.
For any external bodies managing complaints, Newdon Health Care Limited will work with the external body providing information as requested, within any agreed timescales expected.
Decisions to raise complaints outside of Newdon Health Care Limited will be fully respected and the Service User will be supported to raise their complaint with the commissioner of the service or to seek the support of an independent advocate or representative. Staff can also refer to section 5.6 for a further list of organisations that can be accessed.
Service Users can also be signposted to Citizens Advice guidance.
Newdon Health Care Limited will ensure that it meets the requirements of the Equality Act 2010 to make ‘reasonable adjustments’ for disabled Service Users. In some circumstances, Service Users may have a disability that makes it difficult for them to either express themselves or communicate clearly and/or appropriately. Where there is an indication that this may be the case, Newdon Health Care Limited will consider the needs and circumstances of the Service User or complainant in the first instance and use this information to inform any decisions that are made.
Where appropriate, Newdon Health Care Limited will consider complaints to be vexatious, but would not label an individual complainant as vexatious. Even if Newdon Health Care Limited decides that an individual’s complaint about the service is vexatious, that does not preclude that person from making a formal complaint. Newdon Health Care Limited would still consider any such complaints in line with the usual procedures, as outlined in this policy.
To help decide whether a complaint is vexatious Newdon Health Care Limited will consider the full history and context of interactions with the individual making the complaint, and will look at both the nature of the complaint and the manner in which it is made. The particular issues that will inform a decision will include whether:
The primary purpose and/or effect of the manner in which the complaint is made is to disturb, disrupt and or/pressurise the Newdon Health Care Limited, its staff or an individual member of staff.
The complaint is otherwise clearly unreasonable.
If at any point in the handling of a complaint a member of staff believes it meets the criteria to be deemed vexatious, it must be referred to the Service Manager with a summary of why it is thought to be vexatious.
Mr Kudzai Rivete will consider the complaint, seek external advice if appropriate, and will either declare the complaint as being vexatious or not. Where a complaint is not deemed to be vexatious it will be returned to the appropriate point in the complaints handling process.
If a complaint is deemed to be vexatious, the Service Manager will respond directly to the complainant explaining why it is thought to be so and will explain that the complaint will be closed with no further action. The Service Manager will also consider if the making of a vexatious complaint also requires the application of a restriction on communication following unreasonable behaviour.
The decision to declare a complaint as vexatious will be recorded in the complaints register for future reference.
Any declaration that refers to the specific complaint being vexatious and any further complaints from the same individual will still be considered.
If any individual wishes to challenge a decision made in relation to this policy, and all attempts to resolve the complaint locally have been unsuccessful, details of the Complaints Team of Chesterfield Borough Council and Parliamentary and Health Service Ombudsman (PHSO) will be shared with the complainant.
Receiving compliments is an opportunity to celebrate and recognise success. Newdon Health Care Limited will ensure that:
Suggestions can be made verbally or in writing and generally are in response to seeking a means of changing practice for the better.
Newdon Health Care Limited will monitor, review and analyse all information received about the service as a means of continuously reviewing performance, quality and safety.
Newdon Health Care Limited operates with an ethos of continuous improvement and will: Share themes and trends with Care Workers working for Newdon Health Care Limited
Ensure that staff are trained to deal with complaints and understand the procedure for managing complaints
Conduct audits on the complaints process to evaluate timescales, outcomes and feedback
Using Feedback from Complaints to Improve the Service at Newdon Health Care Limited
Newdon Health Care Limited values feedback from complaints as a critical tool for continuous improvement. It commits to thoroughly analysing all complaints received to identify patterns and areas for enhancement. Specific actions or changes that may be implemented based on complaints include revising policies, providing additional staff training, updating procedures, and enhancing communication channels. Each complaint will be documented and actionable insights and lessons learnt will be shared with relevant stakeholders to ensure that corrective measures are taken promptly to prevent recurrence and improve overall service quality.
Reviewing the Effectiveness of the System at Newdon Health Care Limited
As part of the commitment of Newdon Health Care Limited to good governance, the complaints process will remain effective and responsive, using a process of regular reviews and assessments. This includes audits of complaint records to evaluate response times, resolution rates, and customer satisfaction post-complaint resolution. Newdon Health Care Limited will also gather feedback from complainants on their experience with the complaints process. Findings from these reviews will be used to refine the complaints handling procedures, ensuring they are user-friendly, efficient, and aligned with best practices. Regular staff training will be conducted to keep all team members updated on any changes and to reinforce the importance of effective complaint management.
Newdon Health Care Limited is commited to the growth and development of the service. As such we recognise that concerning trends identified over time or processes that do not seem to be working may benefit from an independent review. Newdon Health Care Limited will seek external support from an independent consultant should it be deemed necessary.
For more details, staff should also refer to the Good Governance Policy and Procedure, Quality and Quality Assurance Policy and Procedure and Auditing Policy and Procedure.
Without feedback it is impossible to improve our service. We have a strong ethos on embracing the feedback we receive be it a compliment or concern, for the betterment of
our service.
We share our overarching identified lessons learned and outcomes with both staff and Service Users to make sure that they feel part of this process and are kept informed.
A compliment is an expression of satisfaction about a service the Service User has received
Compliments are positive feedback that can be received verbally or in writing and can include expressions of praise, admiration, congratulation and encouragement
A complaint is an expression of dissatisfaction, disappointment or discontent. This could be in response to an act of omission, decision or act
Complaints can be made in various ways and include: Verbally Electronically
Local feedback channels Writing
Self-funded care is defined as care that is paid for entirely by the person receiving it
A vexatious complaint is one that is pursued, regardless of its merits, solely to harass, annoy or subdue somebody; something that is unreasonable, without foundation, frivolous, repetitive, burdensome or unwarranted
Unit 34,
Tapton Park Innovation Centre, Brimington Road,
Chesterfield,
Derbyshire, S41 0TZ
Mon-Fri: 9:00am – 5:00pm
Saturday: Closed
Sunday: Closed
T: 01246 769150
T: 07400 233068 – On Call 24 hour number
E: info@newdonhealthcare.com
E: recruitment@newdonhealthcare.co.uk
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