Complaints Policy
At Clover Care Scotland, we always aim to provide a high standard of care in all our services. Our Service Users’ views are important to us and help to ensure that our services are consistently meeting people’s needs.
If you are unhappy with any of our services, it is important that you let us know. If a complaint alerts us to possible abuse or neglect, we will tell the Local Authority’s Adult Support and Protection (ASP) Team. The ASP Team will decide how to investigate and monitor outcomes.
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.
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Clover Care Scotland Ltd assures Service Users and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.
Complaints Procedure
01
Who Can Complain?
Anyone can make a complaint. If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.
03
Verbal Complaints
Where someone complains verbally, we will make a written record and provide a copy of it within 3 working days by letter or email.
02
How You Can Make a Complaint?
You can complain:
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In person
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By telephone
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Through a member of our staff
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Through an advocate or representative
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04
Responsibility
The Registered Manager has overall responsibility for dealing with all complaints made about their service. We will provide, as far as is reasonably practical:
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Any help you need to understand the complaints procedure
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Advice on where you may get that help
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Information about making a complaint in a way you can understand
05
How we Handle Complaints
The Registered Manager may ask one of the Management Team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it. We aim to have all complaints finished within 20 working days unless we agree a different time scale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome.
06
Further Steps
Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Care Inspectorate.
You can contact the Care Inspectorate at:
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Telephone - 0345 600 9527
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Write a letter and post it to:
Care Inspectorate
Compass House
11 Riverside Drive
Dundee
DD1 4NY