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Administrative
Complaints / Representations Policy and Procedures
ISouthern Care Ltd. welcomes the views and representations of service users and those with an interest, directly or indirectly, in its activities and the quality of its service. Southern Care Ltd. is not only open to comments/representations from those pleased with the service it provides but also from those dissatisfied with any aspect of its service.
A complaint or representation is a written or oral expression of dissatisfaction in relation to any aspect of an individual young person's care and treatment or that of the group of young people accommodated in the home. Complaints may cover a wide area of issues relating to the quality of provision and service offered e.g.
- Lack of service
- Refusal of service
- Delay of service
- Quality of service
- Conduct/attitude of staff
- Decisions made
- Actions taken (or not taken )
The Complainant may be:
- A young person
- A parent
- A person with parental responsibility
- Such other person considered to have sufficient interest in the welfare of the young person.
Checks should always be made with a young person (subject to his/her understanding) that the person submitting the complaint is reflecting his/her views. Where it is considered that the person is not acting on the young person's behalf Southern Care Ltd. may accept that the complaint is eligible under the Children Act 1989 & 2004 – Care Standards Act 2000. Anonymous complaints may also be considered.
The complaints procedure is one of the methods for seeking redress. Making a complaint under the complaints procedure does not affect the complainant's rights to seek redress through other channels, e.g. local councillor, M.P., the ombudsperson etc.
The complaints procedure is not a disciplinary procedure. Any necessary disciplinary action will be taken under the company's code of conduct/disciplinary procedure
The complaints procedure is not a substitute for Child Protection procedures, which must take precedence in all cases.
The majority of complaints tend to be resolved at source or close to the point at which they arise. Any member of staff receiving a complaint is, subject to the nature/seriousness of the complaint, responsible for addressing it himself/herself or referring it to the Registered Manager on an informal or formal response. In either case the complaint must be recorded in the Complaints/representations Record Book. (including the outcome).
The formal complaints procedure involves two further stages:
- The Registered Manager will confirm receipt of the complaint within two working days, investigate and provide a written response of the outcome within fourteen working days.
- If dissatisfied with the outcome the complainant has the right to refer the matter to the Complaints Manager who will confirm in writing receipt of the complaint within two working days and provide a written response of the outcome within fourteen working days.
It is the aim of the complaints policy and procedures to:
- Be accessible to all users, well publicised and user friendly.
- Ensure fairness and impartiality.
- Ensure any action is taken promptly/efficiently to rectify any deficiencies in the service provided.
- Ensure that wherever possible all complaints are addressed as close to the point of origin as is reasonable and practicable.
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Latest News
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6th August 2008
DfES registered for Education
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DfES registered for Education
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6th August 2008
Placement Vacancies
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We currently have short and long term vacancies for both males and females in Bognor Regis and Worthing for children aged between 13 years and 18 years
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