Essex Care Consortium - Individual Empowerment

COMPLAINTS

We believe that if a client or any person wishes to make a complaint or register a concern they should find it easy to do so. Our policy is to welcome complaints and see them as opportunities to learn, adapt, and improve our services. Most complaints, if dealt with early, openly and honestly can be sorted out between the complainant and the management team. If this fails due to either party being dissatisfied the complaint will be referred to the Care Quality Commission or may become a Safeguarding Alert. Our complaints procedure is public and accessible and produced in various formats suitable for clients, staff, relatives and professionals.

We ensure this procedure is effectively implemented, and all involved feel confident that their concerns are listened to and acted upon promptly and fairly. We support the complainant and do not tolerate retaliation from any party; this is underpinned by our whistle-blowing policy.





OUR GOALS


The goals of The Conifers are to ensure that:


  •   Clients, carers and their representatives are aware of how to complain - the organisation provides easy to use opportunities for them to register their complaints
  • The Registered Manager will be responsible for the administration of the procedure
  • Every written complaint is acknowledged within three working days
  • Investigations into written complaints are held within 28 days
  • We respond to all complaints in writing
  • Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to relatives, clients, staff and representatives

The Conifers has produced the complaints procedure in a format that includes Makaton symbols and images for clients. The client’s guide also includes the complaints procedure both in written and symbols. These are given to the client and relatives on admission, are available on request and are also located in the Administration office.