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Complaints & Grievances

1. Purpose

The purpose of this policy is to establish a transparent and fair process for addressing complaints and grievances related to the occupational therapy services provided by Care Home OT to care homes. This policy aims to promote client satisfaction, address concerns promptly, and improve service quality.

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2. Scope

This policy applies to all stakeholders involved in the provision or receipt of Occupational Therapy services from Care Home OT, including care home residents, their families or representatives, care home staff, and Occupational Therapists.

 

3. Definitions

  • Complaint: An expression of dissatisfaction or concern regarding the quality of service, conduct of staff, or any other aspect of the Occupational Therapy services provided by Care Home OT.

  • Grievance: A formal complaint submitted by a stakeholder that requires further investigation and resolution beyond initial feedback.

 

4. Principles

  • Accessibility: The complaints and grievances process shall be accessible to all stakeholders, regardless of their background or circumstances.

  • Confidentiality: All complaints and grievances will be handled with the utmost confidentiality, respecting the privacy of the individuals involved.

  • Fairness: The process will be fair and impartial, ensuring that all parties have an opportunity to present their perspective and evidence.

  • Timeliness: Complaints and grievances will be addressed promptly and efficiently, with clear timelines for resolution.

 

5. Procedures

5.1. Informal Resolution

  • Stakeholders are encouraged to address minor concerns or issues directly with the occupational therapist or relevant staff member in an informal manner.

  • Occupational Therapists should actively listen to the concerns raised and attempt to resolve them to the satisfaction of the stakeholder.

  • If the issue remains unresolved or escalates, stakeholders may proceed to submit a formal complaint or grievance.

5.2. Formal Complaint or Grievance

  • Stakeholders wishing to submit a formal complaint or grievance must do so in writing, clearly outlining the nature of the complaint, relevant details, and desired outcome.

  • Complaints or grievances should be submitted to the designated complaints officer or management team at Care Home OT.

  • Upon receipt of a formal complaint or grievance, Care Home OT will acknowledge receipt within 48 hours and initiate an investigation.

5.3. Investigation and Resolution

  • An impartial investigation will be conducted to gather relevant information, including interviews with involved parties and review of documentation.

  • The investigation will be completed within [specified timeframe], and the findings will be communicated to the complainant.

  • Depending on the nature of the complaint or grievance, appropriate actions will be taken to address the issue and prevent recurrence, which may include:

  • Providing additional training or support to staff members involved.

  • Implementing process improvements to prevent similar issues in the future.

  • Offering apologies, refunds, or compensation where appropriate.

  • The outcome of the investigation and any actions taken will be documented and retained for record-keeping purposes.

5.4. Appeal Process

  • If the complainant is not satisfied with the outcome of the investigation, they may appeal the decision within [specified timeframe].

  • Appeals should be submitted in writing to the designated appeals officer or management team, clearly stating the grounds for appeal and any additional evidence or information.

  • The appeal will be reviewed by an independent panel or senior management, and a final decision will be communicated to the complainant within [specified timeframe].

 

6. Monitoring and Review

  • Care Home OT will regularly monitor and review complaints and grievances to identify trends, systemic issues, or areas for improvement.

  • Feedback received through the complaints and grievances process will be used to inform quality improvement initiatives and enhance service delivery.

 

7. Training and Awareness

  • All staff members involved in providing occupational therapy services will receive training on the complaints and grievances policy and procedures.

  • Care home staff and residents will be informed of their rights and responsibilities regarding the submission and resolution of complaints and grievances.

 

8. Reporting

  • Care Home OT will maintain records of all complaints and grievances, including their resolution and any actions taken, in accordance with data protection regulations.

  • Regular reports on complaints and grievances will be provided to senior management and relevant stakeholders to ensure transparency and accountability.

 

9. Contact Information

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For enquiries or to submit a formal complaint or grievance, please contact: info@carehomeot.com

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