Complaints and Represenation ProceduresOn admission the child or young person, parent or person with parental responsibility will be verbally advised on the complaints procedures. This will be augmented by a copy of the child’s or young person and parents’ information brochure together with a full explanation in this “Statement of Purpose” giving a comprehensive guide to the complaints and representation procedures. The child or young person and significant others will be requested to confirm that this information has been forthcoming by signing the appropriate documentation. We aim to follow the Placing Authority’s individual complaints procedure, but have in place a Standard Complaints Procedure within Howestead Lodge Ltd for the guidance of the children or young people and staff which is as follows: For the Child or Young PersonWhat to do if you have a complaint.You will not get into trouble if you have a complaint; it is the law that we MUST listen to you. Your complaint will be taken seriously. 1) Tell a member of staff if you have a complaint. The member of staff will listen and write it down in your file. You will then be asked to sign or write your name below the entry.
2) You will then be asked who you wish to deal with the complaint, and you will be given the names and telephone numbers of people who may help you, if you do not wasn’t a member of staff to deal with the complaint 3) Every effort will be made to resolve your complaint satisfactorily even though the outcome may or may not meet with your approval. The outcome will be entered into your personal file and a copy sent to your Social Worker and significant others. For the Parent, Person with Parental Responsibility or Significant OthersWhat to do if you have a complaint.1) Telephone, visit or write to the Registered Manager, Deputy Manager or any other member 2) Every effort will be made to resolve your complaint satisfactorily even though the outcome 3) If you feel that you cannot talk to anyone at Howestead Lodge or you are unhappy with the result of any possible investigation you should contact your own or your child’s or young person’s Social Worker and the Placing Authority Complaints Department who will deal with the complaint for you. In any event should you wish to do so you may go strait to the Placing Authority’s Complaints Department or the National Care Standards Commission.
If your complaint is about a member of staff, DO NOT TELL THAT PERSON BUT TELL ANOTHER MEMBER OF STAFF. IF YOU FEEL YOU CANNOT DO THAT, TELL YOUR SOCIAL WORKER OR SOMEONE ELSE YOU CAN TRUST. DO NOT BE AFRAID TO COMPLAIN. StaffDealing with a Child’s or Young Person’s Complaint.1) All complaints must be taken seriously. Record the complaint in the child’s or young person’s file. Get the child or young person to countersign the entry. Act upon the complaint. 2) Make sure the child or young person is fully aware that he / she can decide who deals with the complaint, and is aware of any telephone numbers that he / she may need. 3) The complaint must be dealt with to the child’s or young person’s satisfaction and records of the outcome made on the child’s or young person’s file and Howestead Lodge Log Book. 4) If the complaint concerns a member of staff, the Manager shall deal with the complaint from the beginning. The Manager shall inform the Social Worker and the National Care Standards Commission and allow either or both to investigate the complaint. In serious matters of complaint against a member of staff, the principal will suspend from duty the person or persons concerned until the complaint has been totally investigated to a conclusion. 5) Copies of the complaint and outcome will be recorded on the child’s or young person’s and Howestead Lodge files, with copies sent to the Social Worker and the National Care Standards Commission.
|