We thrive on your feedback, good and bad. Here is our policy.
SPRINGFIELD MIND LIMITED
COMPLIMENTS AND COMPLAINTS POLICY
Springfield Mind Limited is committed to ensuring that all complaints from service users, staff, relatives and other stakeholders are dealt with fairly and quickly. We endeavour to try and empower service users to ensure that they have a concept of what complaining means and that it is OK to say if they are unhappy. The procedure can be produced in other formats as service user’s needs determine.
All complaints are treated seriously and where appropriate used to develop current practice.
PROCEDURE FOR COMPLAINTS
- It is the policy of the company that all Customer Complaints are taken seriously and are dealt with in a uniform way and that the customer receives a first acknowledgement from the recipient of the complaint within 2 working days. A proposed resolution to the complaint should be issued to the customer within 10 working days. If for any reason there is an unavoidable delay in issuing a response to the complaint the customer must be informed and a new deadline issued/agreed.
- When a complaint is received it will be recorded on the complaints database on Springfield Mind’s intranet, and in a paper file by the person who receives the complaint. Complaints can be received either verbally or written. The following must be included in the log:
- Date of complaint
- Name and contact details of complainant
- Nature of the complaint.
- Whether a referral to safeguarding has been made
- Who the complaint was made to (staff / volunteer name and job description)
- Next steps
- Date acknowledgement sent
- Name and job title of Investigating Officer
- The Chief Executive/Trustees or persons with delegated responsibilities must be notified immediately and will decide if the nature of the complaint is so serious that it requires the disciplinary procedure to be invoked. If it involves a ‘Vulnerable Adult’ and the nature of the complaint relates to an incident of abuse, then Social Services / Safeguarding Department must be notified and/or if it is believed that a criminal offence has been committed the police will need to be contacted.
- An appropriate person or persons will be nominated to investigate the complaint, which should involve the following elements:
- Completion of investigation form
- Maintain confidentiality at all times, remain objective, keep to the facts
- Keep clear accurate notes of all activities, present findings in writing, with a clear indication if it is felt that the complaint is to be upheld, partially upheld or not upheld.
- Advise the complainant of their rights of appeal and time scales.
- Anyone involved in the complaints investigation cannot be involved in any appeal of the decision by the complainant at a later date.
- The complainant should be advised that they can have an independent advocate to support them if required.
- Any persons / organisations who are funding the service must be notified.
- All complaints will be investigated within 10 working days; however, dependant on the complexity of the complaint, a final outcome may take longer. In this instance the complainant will be advised of the timeline.
- The outcome of the investigation will be documented and the complainant advised in writing.
If the complainant is not satisfied then it will be referred to the Compan y Chairman or his/her deputy and a response will be given within the following seven days. Other events may need to take place simultaneously or follow a Complaints investigation as follows:
- Supervision of staff, debriefing, disciplinary hearings, preparing press releases and managing the press, developing interim policies, speaking to various stakeholders.
If the complainant is still not satisfied following Springfield Mind’s internal procedures, they can refer to the Government Ombudsman, who can be contacted on 0300 061 0614. The helpline is open from 8.30am to 5.00pm, Monday to Friday. Complaints can also be made online, via www.lgo.org.uk.
Complaints are a normal and necessary part of delivering an open and flexible service, they cannot always be avoided and it is crucial that we learn from them and assist the service in becoming more efficient in the process.
PROCEDURE FOR COMMENTS AND COMPLIMENTS
Comments and compliments are an important part of staff, volunteer and service development. They are a good way to recognise the efforts and skills of members, staff and volunteers and often boost morale.
When a comment or compliment is received it should be recorded on the Comments, Compliments and Complaints database on Springfield Mind’s intranet, and in a paper file by the person who receives the comment or compliment. Comments or compliments can be received either verbally or written.
All comments and compliments should be acknowledged in an appropriate manner. This could be verbally or by letter or email.
SPRINGFIELD MIND LIMITED
COMMENTS, COMPLIMENTS AND COMPLAINTS FORM
Springfield Mind recognises that comments, compliments and complaints are an important part of customer feedback, to ensure that we continue to provide a high quality service. We value all feedback, both good and bad, and welcome the opportunity to learn and improve.
It is the policy of the company that all Customer Complaints are taken seriously and are dealt with in a uniform way and that the customer receives a first acknowledgement from the recipient of the complaint within 2 working days. A proposed resolution to the complaint should be issued to the customer within 10 working days. If for any reason there is an unavoidable delay in issuing a response to the complaint the customer must be informed and a new deadline issued/agreed.
All complaints will be dealt with by designated person so that the individual raising the complaint has a definite point of contact. All customers can contact this designated person if they have any questions or queries or if they wish to enquire about the progress of the complaint.
Should any customer be dissatisfied with the handling of a complaint at any time they should inform their designated person who can determine the most appropriate person to respond; technical complaints may be appealed to nominated individuals within the other departments.
If you are still dissatisfied having followed all the stages as above, you should write to:
Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Or contact them on 0300 061 0614 or via www.lgo.org.uk
Comment: □ Compliment: □ Complaint: □
Nature of comment, compliment or complaint:
Please send to Springfield Mind, 48 Cygnet Court, Timothys Bridge Road, Stratford-upon-Avon, Warwickshire CV37 9NW
Or if you would like to speak to a member of staff, please call 01789 298615
should this be CEO / DCEO [CR1]