Managing concerns and complaints in adult care
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What is a formal complaint?
Any complaint whatsoever in a care home
A complaint the complainant wants investigated
A complaint the complainant made to CQC
A complaint made by a solicitor
When is a formal complaint urgent?
The complaint involves a matter that might have to be reported to the police
A resident or relative believes it should be
The complaint has been referred to CQC
The complaint involves abuse that might be repeated
What should managers do when they receive a formal complaint that is less urgent?
Talk to the complainant about who they think is to blame for their complaint
Talk to the complainant about compensation for their complaint
Talk to the complainant about involving CQC in their complaint
Talk to the complainant about what they want to happen as the result of their complaint
What do most complainants want as the outcome of the complaint?
To know that what has happened will not happen again
A reasonable sum in compensation
As much compensation money as they can get
To know that any responsible staff member will be disciplined
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