Complaint Policy & Procedure

Introduction
There are several distinct levels of dealing with a complaint, and following each level helps achieve a speedy and effective resolution.
The principles applied are:

The nearer the person dealing with the complaint, the better the likely outcome of the complaint. An exception will be made for complaints alleging any type of abuse, these are immediately reported to a senior manager. At this point safeguarding processes will be followed. In addition, CQC (Care Quality Commission) and the Local Authority will be notified.
Accepting that personalities can be a factor in complaints, the multiple stages allow this problem to be avoided.
The complaints process will only be regarded as “complete” when the complainant or their representative has indicated, in writing if possible, that they are satisfied with the outcome of the complaint procedure.
Complaints will in all cases be taken seriously. A lead person is appointed to oversee all cases from start to end.
The complaints management team will review all complaints every 3-months to identify any trends.

At Adina Home Care Services, we are committed to handling complaints promptly, fairly, and sensitively, with full recognition of the distress and concern they may cause to both service users and staff.

How to Make a Complaint

If you are unhappy with any aspect of our service, you can raise your concerns through the following channels:

Telephone: 02088614318
Email: info@adinahomecare.com

Registered Care Manager: Judith.Forbes@adinahomecare.com

Senior Care Coordinator: Caroline.Mclaren@adinahomecare.com

Postal address:
Adina Home Care Services LTD.
1st Floor Conex House
148 Field End Road
HA5 1RJ

What to include

To help us investigate your complaint efficiently, please provide:

Your name and contact details
A clear description of what went wrong
Relevant details such as dates, times, and staff involved and any other supporting evidence.

What Happens Next

Your complaint will be acknowledged.
We will investigate and aim to respond with our findings.
Where necessary, a full written response will be provided.

Below is a step-by-step guide on how to raise a complaint, whether informal or formal.

Informal Complaint
All complaints are dealt with either in writing, over the phone or in person.

Step 1: A verbal or written complaint may be made by a service user, their representative, or a member of staff.
Step 2: The complaint will be acknowledged and responded to by an Adina representative within 48 hours. (Complaints concerning a service user or carer will be directed to the Supervisor; those concerning a Supervisor will be escalated to the Care Coordinator; and those concerning the Care Coordinator will be escalated to the Registered Care Manager).
Step 3: Where possible, a resolution will be reached within 48 hours. The complaint will then be formally closed and recorded in the Complaints Register.
Step 4: If the complaint cannot be resolved within 48 hours, further investigations will be conducted by appropriate, competent personnel and finalised within 28 days.The complainant will be updated verbally about the progress of the investigation.
Step 5: An action plan will be fully documented, securely stored on file, and shared with the complainant either verbally or in writing.

Formal Complaint

Step 1: A formal complaint must be submitted in writing by a service user, their representative, or a member of staff.
Step 2: The complaint will be acknowledged, and a written response will be issued by an Adina representative within 48 hours. (Complaints concerning a service user or carer will be directed to the Supervisor; those concerning a Supervisor will be escalated to the Care Coordinator; and those concerning the Care Coordinator will be escalated to the Registered Care Manager).
Step 3: A thorough investigation will be conducted by appropriate and competent personnel within 28 days.
The complainant will be updated on the progress of the investigation in writing.
Step 4: A final decision will be reached, and the complainant will be notified. They will also be advised of their right to escalate the matter to the relevant external authorities such as the Local Government and Social Care Ombudsman, or CQC if they are not satisfied with the outcome.
Complainants will also be directed to appropriate advocacy services for additional support, where required.
Step 5: Appropriate actions will be taken to ensure ongoing compliance. A detailed action plan will be fully documented, securely stored on file, and shared with the complainant and any relevant external authorities involved.

Time Limits for Complaints

A complaint must be made no more than 12 months after:

The date the event occurred, or if later, reasons for the late submission must be given.
The date the event came to the notice of the complainant with full details of the concern.

The 12 months’ time limit will not apply if Adina Home Care Services LTD is satisfied that:

The complainant can give a good reason for not making the complaint within that time limit; and
Despite the delay, it is still possible to investigate the complaint effectively.

This complaint procedure is not exhaustive, and the full Adina Home Care Services Complaints Policy is readily available to the public. This can be requested from Adina Home Care Services Head Office.

Adina Home Care Services is committed to encouraging equality (treating everyone fairly) and diversity (valuing people’s differences), in all aspects of our service, practices, policies and procedures. We are committed to providing an environment, which is free from discrimination, harassment, bullying and victimisation.