At Dynamic Homecare Services Limited our intention always is to deal with people fairly and properly. If you feel that we have not met that standard, please let us know as soon as you are able. Where there is reason to believe our conduct has fallen short, we want to be able to resolve any issues and learn from what has happened so that we can resolve your complaint and continuously improve our services.
At Dynamic Homecare Services we take complaints very seriously and our policy is deal with them according to the principles of good complaint handling set out by the Parliamentary and Health Service Ombudsman.
Complaints Statement
Dynamic Homecare Services Limited:
- Is committed to providing a good standard of quality services to service users, other agencies, and organisations.
- Will take seriously any concern or complaint and will investigate it promptly, for resolution as quickly as possible.
- Recognises that all service users, agencies, and organisations
-have the right to raise concerns or complaints about our services
-have access to clear information on how to voice complaints and concerns. - Acknowledges that its concerns and complaints procedure is open to everyone who receives or requests a service from Dynamic Homecare services Limited and people acting on our behalf.
- Will produce a standard leaflet outlining this policy and procedure which should be on display and available to anyone who asks for it.
- Will deal with complaints in accordance with Dynamic Homecare services Limited Confidentiality policy.
- Will keep a register of all complaints, which will be reviewed regularly by the Directors.
- complaints procedure will be part of the process of monitoring the quality, effectiveness, and non-discriminatory nature of our services.
- All staff, volunteers are required to read, understand and comply with this policy and its procedures.
Our Complaints Policy is intended to comply with Regulation 16 of the Fundamental Standard Regulations. Dynamic Homecare services recognises the rights of Clients to make complaints and to register concerns about the service we provide. We further accept that they should find it easy to do so. Dynamic Homecare services Limited welcomes both compliments and complaints, regarding them as opportunities to learn, improve and provide enhanced services.
This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by Clients and their relatives, carers and advocates are taken seriously and that compliments are used to reinforce positive behaviour in the organisational culture. Dynamic Homecare services Limited emphasises that this Policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation; it is not part of the company’s disciplinary policy. Dynamic Homecare services Limited recognises that when complaints are dealt with early, openly and honestly, they can be resolved at the earliest opportunity. To achieve this, and in accordance with The Association of Directors of Adult Social Services’ (ADASS) five principles, Dynamic Homecare services Limited will ensure that:
- The complaints process is accessible.
- The complaints process is straightforward for Clients and their representatives.
- Appropriate systems are in place to keep Clients informed throughout the complaints process.
- The complaints process is resolution focused.
- Quality assurance processes are in place to enable organisational learning and service improvement from complaints and customer feedback.
We aim to deal with complaints promptly and sensitively and be courteous and helpful at all times. We would hope, too, that you will be always courteous and fair in your dealings with our staff. We aim to ensure that our Clients feel confident that their complaints and worries are listened to and acted upon promptly and fairly. We also find it important to share positive feedback when things have gone well to reinforce a positive working culture.
Specifically, we aim to ensure that:
- Clients, carers and their representatives are aware of how to send a complaint and that the company provides easy to use opportunities for them to register their views.
- Amy Little, Registered Manager will be responsible for the administration of the complaints procedure.
- Every written complaint is acknowledged within 5 working days.
- All complaints are investigated within 14 days of being made.
- All complaints are responded to in writing within 28 days of being made.
- Complaints are dealt with promptly, fairly and sensitively, with due regard to the upset and worry that they can cause to both Clients and staff.
We will keep full and accurate records of all complaints we receive so that we can monitor and evaluate the types of problems reported to us, the best way to resolve them and how long it takes our organisation to resolve them. This in turn provides us opportunities to introspect our own practice as an organisation so that we can enhance improve our services. If you make a complaint, we will investigate it thoroughly and impartially, without discrimination or prejudice. We aim to resolve matters as promptly as we can. However, should a complaint give rise to serious issues, we may need to take extra time to investigate it fully and properly so that, wherever we can, we resolve the issue first time and learn from it and make improvements.
We will ensure that all decisions we make are proportionate, appropriate and fair given the circumstances of each individual complaint.
Responsibilities
The Registered Manager and Nominated Individual have responsibility for following through complaints. However, in future there may be a specific post with responsibility for complaints (of which Communication between this post and the Registered Manager should be clear and transparent in order that the Registered Manager can demonstrate and evidence compliance).
If you would like to make a complaint about our services, please contact in the first instance.
Amy Little, Registered Manager
Email address: info@dynaminhomecareservices.co.uk
Telephone number: 07488285 521
In the event that you do not feel like issuing your complaint to Amy Little, please contact:
Stacey Firman: Compliance Manager
Email address: Info@dynamichomecareservices.co.uk
Telephone number:07539565822
In the event that you are still unhappy with our complaints process you can contact the following authorities:
The Parliamentary and Health Service Ombudsman
Millbank Tower Millbank
London
SW1P 4QP
The Local Government Ombudsman
10th Floor,
Millbank Tower,
Millbank,
London
SW1P 4QP
Advice Line Tel: 0300 061 0614 [for complainants]
The Care Quality Commission
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA
Tel. 03000 616161
They will take details of concerns and respond appropriately and proportionately to the information divulged.
This policy will be reviewed in 12 months on
Date: 18th March 2025