How we deal with complaints about care

Investigation methods

Visits to care services to investigate complaints are usually unannounced which means the provider or service does not have prior notice. However, there may be times when it is appropriate for us to tell the service we are coming. If we do this, we will give no more than three days’ notice (a short notice announced visit).

We use video calls to engage with care providers, staff, people receiving care and families. Video calls are now a regular means of communication along with telephone call and site visits.

We will not tell the care service in advance what the complaint is about or tell them who has complained. We will share this information with them on the day the investigation starts if the complainant is anonymous or has requested to be a confidential complainant, we will not share any identifying factors.

Investigation outcomes

There are two possible outcomes when we investigate a complaint.

Upheld

We say a complaint is upheld where we investigate and find evidence that the cause of the complaint is valid and true. When we have upheld a complaint; we may take action. We will tell both you and the care service about requirements or areas for improvement we expect as a direct result of your complaint.

We will require the care service to provide us with an action plan that details how they will improve outcomes for the people who use their service. We may also re-evaluate the grade awarded to a service following a complaint.

Not upheld

We say a complaint is not upheld where we have investigated and find a lack of evidence to validate the complaint.