Sunrise Care works hard to provide all customers with the best possible service.  However, we do realise that at times there can be misunderstandings, or we may not get things completely right.  This is when we would like you to let us know and you can do this informally by contacting the service manager, or formally through our complaints procedure, if you feel that is the most appropriate course of action.

Please see below how we will deal with your complaint.

• All verbal complaints, no matter how seemingly unimportant, should be taken seriously.  There is nothing to be gained by adopting a defensive or aggressive attitude
• Front line care staff who receive a verbal complaint should seek to solve the problem immediately if possible
• If staff cannot solve the problem immediately, they should offer to involve a senior member of staff or the service manager to deal with the problem
• All contact with the complainant should be polite, courteous and sympathetic

If the complaint is being made on behalf of the customer by an advocate, it must first be verified that the person has permission to speak for the customer, especially if confidential information is involved. It is very easy to assume that someone acting on behalf of a customer has the right or power to act for the customer, when in fact they may not.  If in doubt it should be assumed that the customer’s explicit permission is needed prior to discussing the complaint with anyone.

After talking the problem through, the service manager or the member of staff dealing with the complaint should suggest a course of action to resolve the complaint. If this course of action is acceptable then the member of staff should clarify the agreement with the complainant and agree a way in which the results of the complaint will be communicated to the complainant (i.e. through another meeting or by letter).

If the suggested plan of action is not acceptable to the complainant, then the member of staff or home manager should ask the complainant to put their complaint in writing to the service and give them a copy of the organisation’s procedure.

• When a complaint is received in writing it should be passed on to the named complaints manager who should record it and send an acknowledgement letter within two working days. The complaints manager will be the named person who deals with the complaint throughout the process
• If necessary, further details should be obtained from the complainant. If the complaint is not made by the customer but on their behalf, then consent of the customer, preferably in writing, must be obtained from the complainant
• If the complainant raises potentially serious matters, advice should be sought from a legal advisor to the organisation. If legal action is taken at this stage any investigation by the service under the complaints procedure should cease immediately
• If the complainant is not prepared to have the investigation conducted by the service, he or she should be advised to contact the Care Quality Commission and be given the relevant contact details
• Immediately on receipt of the complaint the service should launch an investigation and within 28 days, the complainant should be informed of any delays
• If a meeting is arranged the complainant should be advised that they may, if they wish, bring a friend or relative or a representative such as an advocate
• At the meeting a detailed explanation of the results of the investigation should be given and also an apology, if it is deemed appropriate (apologising for what has happened need not be an admission of liability

Such a meeting gives the service the opportunity to show the complainant that the matter has been taken seriously and has been thoroughly investigated.  After the meeting, or if the complainant does not want a meeting, a written account of the investigation should be sent to the complainant.  This should include details of how to approach the Care Quality Commission if the complainant is not satisfied with the outcome.

The outcomes of the investigation and the meeting should be recorded and any shortcomings in the service’s procedures should be identified and acted upon.  The service should discuss complaints and their outcome internally with the senior management team and act on any actions identified from this to improve the service and to prevent a similar complaint being made.