Providing information about complaints procedures and advocates Flashcards
CASE STUDY:
Selina has visited her father Mr Singh at St Mary’s care home. While there, he told her that he is not enjoying it because the a couple of the care workers regularly come into his room without knocking on the door and are quite disrespectful in how they address him – calling him ‘Mr Singh-a-ling’ and he overheard them calling him a ‘grumpy old man’ when he did not want to join in an activity.
The care home has given information about how to make a complaint on their website and in their family information packs which includes details about how to raise a complaint to the CQC.
What are the benefits of having a complaints procedure for Selina?
The policy/procedures ensure that she and her father are aware of how to raise their concerns about the treatment her father has received and will feel there is a clear procedure that will be followed to investigate and deal with the issue. Will feel empowered as she knows how to improve the situation. Provides a system of redress so they can improve the situation for Mr Singh.
