Carers consulted about complaints
Catherine Gaunt
Wednesday, April 7, 2004
The views of early education and childcare providers are being sought by the Care Commission as part of its review of the complaints process. The move follows an internal review of the system last autumn, which included consultation with staff about how the complaints procedure was working in practice. The exercise is now being expanded to include external stakeholders with the launch last week of a consultation on a revised complaints procedure.
The move follows an internal review of the system last autumn, which included consultation with staff about how the complaints procedure was working in practice. The exercise is now being expanded to include external stakeholders with the launch last week of a consultation on a revised complaints procedure.
A Care Commission spokes- man said, 'We have a complaints procedure, but we're looking at ways of improving it. There will be different issues for different sectors.'
In its new consultation, the Commission said that it would continue to encourage people to approach their care provider initially with any complaints. 'The Regulation of Care (Scotland) Act 2001 provides a safeguard in that the Commission can investigate. But, equally, we do not wish to be investigating inappropriate matters or undermining the relationship between care providers and people who use care services.'
The Care Commission added that it was in the process of developing ways that 'good practice and positive comments made by people are available to ensure a complete picture' is given. 'It is our intention that this will at some point in the future be reflected in the public reporting of the Care Commission.'
The Commission has expressed concern about the number of organisations involved in investigating complaints and wants to avoid duplication.
Proposals include introducing the definition of a complaint for the first time, 'to bring a focus to the complaints procedure and reduce the number of inappropriate matters raised with the Commission'.
The consultation includes suggestions for changes in the wording of the principles of a complaints procedure to make it simpler, and to include a new section on matters that would not fall within the remit of the complaints procedure.
Other changes include revising the timescales for investigating complaints.
The Commission currently aims to resolve complaints within 14 or 28 days.
It now wants to remove the 14-day timescale because it says this has proved 'impractical'.
The consultation can be downloaded from the website www.carecommission.com.
The deadline for responses is 22 May.
