Amended Regulation 2009, The Local Authority, Social Services and National Service Complaints (England) came into effect in April 2009. This Regulation formed a single method in dealing with grievances structures about social care services and health services.
Prior to this there were two dispersed complains systems, one for social care and the other for health care. This helped organisations covenant with grievances more efficiently and aided services were effective, personal, and safe.
The new complaints methodology is planned around three main ethics:
Deal with grievances more effectively, use the information received to learn and progress.
Listening, Responding and improving, this assisted organisations to take a more vigorous method in capturing the people views.
The General Social Care Council (GSCC) code of practice requires social acre workers in England to protect the rights and promote the interests of users and carers, uphold public trust and social care services and be accountable for the quality of their work and for improving their skills.
www.socialcarewoker.co.uk Code of Conduct
The GSCC code of practice encloses agreed codes of practice for social care workers and managers of social care workers defining the principles of conduct and practices within which they must work.
A social care worker must encourage the independence of service users while protecting them as far as possible from danger or maltreatment.
Code 3.7 states that as a social worker you must assisting service users and carers to make complaints, taking grievances extremely seriously and responding to them or passing them to the suitable person.
The Government Ombudsman have also issued guidelines regarding good complaints handling and this is summarised as follows:
• Getting it right
• Being customer focused
• Acting fairly and proportionately
• Putting things right
• Being open and accountable
The Regulatory requirements from the Care Quality Commission (CQC) provide detailed outcomes and prompts for each regulation and indicates what we should be doing as an organisation to meet the requirements of the regulations set by the CQC.
Regulation 26 of the Health and Social Care act 2008 (regulated activities) Regulation 2010 entails that you be able to determine that you have taken into reason all of the outcomes and prompts when judging your compliance with the regulations in your day to day activities
The CQC must ensure that all services are meeting the crucial standards of quality and safety before they can register any organisation.
The following outcomes are regulatory requirements which affect the services provision within Thumhara Centres area of work in respect of complaints.
People who use the service are given the information about, how to raise a concern or complaint about the service
Respecting and involving service users who use the service
Having effective means to monitor and review incidents, concerns and complaints that have potential to become abuse or safeguarding concerns
Safeguarding service users from abuse
Requirements relating to employees
Thumhara centre manager or managers acting on behalf of the organisation on a weekly interval to monitor their satisfaction with the care provided by the new worker and any complaints that may arise.
Assessing and monitoring the quality of service provision. The registered manager (I) must have regards to The complaint and comments made, and views including the description of their experience of care and treatment this should be expressed by the service user and those acting on their behalf.