1. Policy Statement
1.1 Signature encourages an open culture for our care community and everyone who accesses its services. An environment that welcomes free discussion of any issues, concerns or complaints and a process that openly addresses and seeks agreed resolution, aligned with the ethos of providing high quality support and care for residents. This policy acknowledges that some people find it difficult to express concerns or make a complaint, therefore Signature’s complaints policy standards and procedure will support and enable complaints to be made.
Where possible, all complaints will be handled confidentially. Signature will ensure that no one will be treated unfairly, discriminated against or experience disadvantage for making a complaint.
1.2 An expression of concern will become a complaint when any of the following criteria is met:
- The person explicitly states they wish the issue being discussed to be officially recorded as a complaint.
- The team member receiving the complaint recognises a level of seriousness that in their opinion should be regarded as a complaint or where there has been a regulatory breach that must be reported.
- The concern has continually reoccurred, and, in the opinion of the organisation, is of sufficient seriousness or impact to warrant formal investigation.
1.3 Complaints can be received either verbally or in writing by the person impacted or the advocate of the individual who wishes to raise the complaint. Signature is committed to ensuring the complaints process is accessible to all. Information can be provided in alternative formats such as large print or easy-read versions, and interpreters or advocates can be arranged if needed.
1.4 Signature’s complaints procedure is designed to ensure the protection of individuals and the people we support and to maintain high standards of care received by It is also intended to promote our open and proactive ethos.
All complaints and concerns are monitored and reviewed to identify trends and opportunities to improve our services.
2. Procedure
At Signature Senior Lifestyle all team members are expected to listen courteously and respectfully to concerns and complaints and to attempt to resolve these initially at local level. If a team member is not able to do so they should explain the Company’s policy for making a complaint. Signature’s policy is based on four stages:
Concern (Local informal)
- Discuss with the senior person in charge at the time your concern(s) they may be able to address the issue(s) directly and rectify the problem(s) in a timely manner.
- All Concerns are recorded.
- If this is unsatisfactory, then please proceed to the formal process:
Stage 1 (Local):
Contact the General Manager or provide written details of your unresolved concern or complaint(s). All complaints will be acknowledged within three working days of being received.
The General Manager will investigate your complaint and respond to you in writing within 21 working days, setting out the investigation undertaken, and any action taken as a result of their findings.
If there is no resolution to the matter at this point and you remain dissatisfied with the outcome or you do not feel comfortable discussing the matter with the General Manager, then please take your complaint to stage 2 of the process.
Stage 2 (Regional):
Should you wish to escalate your complaint to stage 2, this will be investigated and responded to from the nominated Regional Operations Clinical Partner associated to the home. To raise your stage 2 complaint, please do so via any of the contacts details listed below within 14 days of receipt of your stage 1 complaint response, should you remain dissatisfied. The Regional Operations Clinical Partner will investigate, your complaint or concerns further, and inform you of the outcome within 21 working days.
Tel: 01494 362732
Email: complaints@signaturesl.co.uk
Signature Complaints/Concerns Department
Signature Senior Lifestyle Operations Limited
Signature House
Post Office Lane
Beaconsfield
HP9 1FN
Repeated or continuous complaints:
Where repeated or continuous complaints are raised at a home, the matter will be allocated to a Regional Operations Clinical Partner, not involved in the day-to-day management of the home, to investigate and oversee the complaint.
Stage 3 (Company):
Should you remain dissatisfied with the way your complaint has been addressed you can contact Chloe Furness, the Operations Director who is the nominated person within Signature Senior Lifestyle to oversee the resolution of complaints.
Chloe Furness Operations Director
Signature Senior Lifestyle Operations Limited
Signature House
Post Office Lane
Beaconsfield
HP9 1FN
Tel: 01494 362732
Email: complaints@signaturesl.co.uk
Stage 4 (External):
You have the right to refer your complaint to the Local Government and Social Care Ombudsman and ask for it to be reviewed. We suggest that the Signature Complaints Procedure is followed prior to referral.
Local Government Ombudsman Tel: 0300 061 0614
Email: advice@lgo.org.uk Web: www.lgo.org.uk
3. Care Quality Commission
The Care Quality Commission under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (Part 3) require providers to receive and act upon complaints. However, they are unable to take complaints up on behalf of a resident. The only exception to this is for people whose rights are restricted under the Mental Health Act. They can be contacted on the link or address below:
Complain about a service or provider – Care Quality Commission (cqc.org.uk)
CQC National Customer Service Centre
Citygate,
Gallowgate,
Newcastle upon Tyne
NE1 4PA
Tel: 0300 061 6161
4. Time
4.1 A complaint must be made no later than 12 months after the date the event occurred or, if later, the date the event came to notice.
4.2 The time limit will not apply if Signature Senior Lifestyle is satisfied that the complainant can give a good reason for not making the complaint within the specified time limit or despite the delay, it is still possible to investigate the complaint effectively and fairly.
4.3 It is Signature Senior Lifestyle’s expectation that all concerns and complaints brought to our attention should be satisfactorily resolved within six months of initial contact or where a different timescale has been agreed within that agreed period.
5. Complaints made on behalf of a person resident in a service
We are only able to accept complaints made on behalf of a resident where we are satisfied that the person has consented either verbally or in writing to the issues being raised, or where the resident cannot complain unaided and cannot give consent because they lack capacity as established within the Mental Health Capacity Act 2005, and the Representative acts in the resident’s best interest, i.e., to prevent detriment to the person.