Accessible compliments and complaints procedure

CARE RESET Services encourages everyone to give their views about the service whether good or bad. Ensuring no one is disadvantaged because of their disability, communication, health or care need.

Everyone has the right to receive good quality care and support, and the right to say how they feel about it. Management responds quickly and makes sure everyone feels listened to and respected.

Feedback and compliments are a learning opportunity of equal importance to complaints because it allows us to:

• Build a positive culture around using feedback and complaints to improve the quality of care
• Help develop the service by promoting good practice by learning and making meaningful changes to the service

Complaints and compliments can be given in person to management, over the phone, emailed or posted to the office

Training

Some of our mandatory training include:

·       Basic Life Support and First Aid

·       Effective Communication in Health and Social Care

·       Infection Control

·       Equality and Diversity

·       Fire Safety

·       Food Hygiene

·       Health and Safety Awareness

·       Moving and Handling Training

POLICIES AND PROCEDURES

• Business Continuity Policy and Procedure: This policy has been simplified to support providers to create plans more easily and it reflects the Department of Health and Social Care’s Winter 2020-1 plan. There is a business continuity plan including key themes in line with local authorities and commissioning bodies.

• Leadership and Management Policy and Procedure: This policy outlines the importance of good leadership and management in line with CQC requirements.

• Personal Protective Equipment (PPE) Policy and Procedure: This policy covers aspects in relation with PPE requirements when providing care and support.

• Infection Control Policy and Procedure: Infection Control is a significant aspect in the delivery of safe care, and the policy is in line with the recent government guidance on cleaning to stop the transmission of coronavirus.
• Stress and Mental Health in the Workplace Policy and Procedure: This policy offers a guide to staff around stress management and support on mental health and general wellbeing.
• Whistleblowing Policy and Procedure
• Grievances Policy and Procedure
• Complaints, Suggestions and Compliments Policy and Procedure: This policy outlines the complaints, suggestions and compliments process a service should adopt to ensure Care Reset continues to improve its services.