Complaints Procedure

Complaints Policy and Procedure

POLICY

It is a policy of 1st Care at Home (IOM) that all clients, their relatives or friends and 1st Care Domiciliary Care Workers will be encouraged to complain if they have any concerns relating to the well-being of the clients, their relatives or visitors, the conduct of the Domiciliary Care Workers, outside agencies, the management of 1st Care at Home or the environment in which the Domiciliary Care Worker is expected to work. In the first instance, concerns or complaints should be brought to the attention of the Care Manager by the complainant. This can be done verbally, or in writing using the Concerns/Complaints Form which can be located at the back of the client’s Care Plan.

A meeting will be arranged, and the complainant may wish to be accompanied by another person. This meeting is often successful in resolving the difficulty. The concern or complaint will be investigated by the management team and a follow up with the complainant will be carried out within 7 days of receiving the concern or complaint. If the complainant is not satisfied with the outcome, then contact may be made with the Directors of 1st Care at Home (IOM) who will do their best to resolve any concerns or complaints.

If the matter is still not resolved satisfactorily, complainants will be encouraged to approach the Registrations and Inspection Unit who are responsible for monitoring and regulating 1st Care at Home (IOM) to make sure the Isle of Man Domiciliary Agency Minimum Standards are being met. Each individual has an absolute right to express concerns or complaints directly to the Registration and Inspection Unit.

An individual may also approach the Assistant Director of Social Services in the event a complaint is still pending and has not been resolved either by 1st Care at Home (IOM) or the Isle of Man Registration and Inspection Unit. Of course, 1st Care at Home (IOM) hope that individuals would feel able to approach the Care Manager in the first instance and give her the opportunity of resolving any matter brought to her attention.

If an individual wishes to express a concern or complain to the Registration and Inspection Unit, this may be done by telephone or in writing to:

The Registration and Inspection Unit
Registrations and Inspections
St Georges House
St Georges Street
Douglas
Isle of Man. IMI 1EF

Telephone: 01624 642422

If the individual or their representatives remains aggrieved, even after (or perhaps the result of) the investigation of a complaint, this can be taken further. Such complaint should be made to the Director of Social Services who will be prepared to assist you in the making of your complaint. The address of the Director of Social Services is as follows:

The Directorate of Social Services
Crookall House
Desmene Road
Douglas
Isle of Man IM1 3QA

Telephone: 01624 686189