B3: Complaints Procedure

Question 1

What must all care settings have?

Answer 1

all care settings must have a FORMAL COMPLAINTS PROCEDURES

Question 2

What do the settings have a responsibility to ensure that service users and their families understand?

Answer 2

the settings have a responsibility to ensure that their service users and, where appropriate, their families understand how to access the formal complaints procedures if they are unhappy with the quality of the care provided

Question 3

When will the procedures and the outcomes of any complaints be checked?

Answer 3

the procedures and the outcomes of any complaints will be checked whenever the setting is inspected

Question 4

What does a service user have a right to if they make a complaint?

Answer 4

they have the right to:
- have their complaint dealt with efficiently and in a timely way
- have their complaint formally investigated
- be told the outcome of their complaint