Tendacare
Complaint process explained
•Complaints can be made either verbally or in writing. Verbal complaints can be made either in person, or by telephone, through a member of staff or through an advocate or representative. Written complaints should be addressed to, The Manager, and posted to Tendacare 41 The Street, Ashtead. KT21 1AA or emailed to admin@tendacare.co.uk
•Tendacare will nominate a named person to deal with your complaint, this will usually be a manager or assistant manager, and all complaints will be brought to the attention of the Registered Manager.•Every written and/or verbal complaint will be acknowledged, ideally within 24 hours. This should be followed up in writing within 3 working days. All complaints are aimed to be investigated within 14 days of being made wherever possible and no later than 28 days for difficult or more complex complaints.
•On occasion due to the complexity of the complaint and/or the involvement of external agencies this period may be extended.
•All complaints will be dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to both staff and service users.•Complaints will be recorded on Tendacare’s complaint log. A full record of the complaint including the investigation, reports, meetings, outcomes actions required, with timescales will be made.
•Following all investigations, Tendacare will suggest a course of action to resolve the complaint, this will be recorded in writing and sent to the complainant for consideration. If this course of action is acceptable, plans will be made between the complainant and Tendacare for remedial action to be taken.
•If the suggested plan of action is not acceptable to the complainant, and a resolution cannot be found, Tendacare will sign post the complainant to one or all of the following: The Local Authority, Local Government Ombudsman, and the Care Quality Commission for further support.
•Tendacare’s management formally reviews all complaints as part of its quality monitoring and improvement procedures, to identify the lessons learned.
•Lessons learned will be used to develop action plans for continuous improvement, and to update services, polices and procedure and training will be shared at staff and management meetings.
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Relevant Contacts:
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•Local Authority Complaints Manager (Adults)
•Mole Valley District Council Pippbrook House Dorking Surrey –01372 833456
•The Local Government Social Care Ombudsman PO Box 4771 Coventry CV4 0EH
• Advice Line 0300 061 0614
•The Care Quality Commission (CQC) - 03000 616161 September 2024