Regulation 16: Receiving and acting on complaints, of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 makes it very explicit to all providers that “Any complaint received must be investigated and necessary and proportionate action must be taken in response to any failure identified by the complaint or investigation”.
In Dec 2014 CQC published a report ‘Complaints Matter’. Their findings indicated that “Complaints matter in health and social care. For too long they have not been taken seriously enough. And too often complaints are met with a defensive culture instead of a willingness to listen and learn”.
CQC will be looking at a services ability to “identifying, receiving, recording, handling and responding to complaints by service users and other persons in relation to the carrying on of the regulated activity” This information should be easily accessible to the homes relevant staff and be ready for scrutiny by external regulators at any point.
Trust Care Solutions can undertake impartial complaints investigations on your behalf and provide you with a report and recommendations which will clearly indicate that you have taken proportionate action in response to the compliant.