If you have experienced or seen poor care, you have a right to complain to the organisation that provided or paid for the care. By law, all health and social care services must have a procedure for dealing efficiently with complaints. The way you make a complaint depends on the type of service.
We are committed to ensuring our services are accessible. If you are unable to complete the corporate feedback and complaint form and need us to make reasonable adjustments so you can provide feedback or make a complaint, please email [email protected] or call us on 0808 196 2274.
If your complaint involves both health and social care, please telephone us for advice on 0345 015 4033. You can also contact the Care Quality Commission (CQC) which is the independent regulator of health and adult social care in England.
What do CQC look for?
We carry out regular checks on health and social care services. We call these comprehensive inspections and we use them to make sure services are providing care that’s safe, caring, effective, responsive to people’s needs and well-led.
You can contact the Local Government Ombudsman at any time about your complaint. They will usually want to see the complaint go through all three stages before they get involved. They will decide if they think we should take any further action once they have considered your complaint.
What is neglect? Neglect is the ongoing failure to meet a child’s basic needs and the most common form of child abuse2. A child might be left hungry or dirty, or without proper clothing, shelter, supervision or health care. This can put children and young people in danger.
When should I complain to the CQC?
If you have experienced or seen poor care, you have a right to complain to the organisation that provided or paid for the care. By law, all health and social care services must have a procedure for dealing efficiently with complaints.
Social care
You have the right to take your complaint to the Local Government Ombudsman (LGO), which is independent of local authorities and care providers. For more information, call 0300 061 0614 or visit the Local Government and Social Care Ombudsman website.
Complain to the local authority by writing a letter
You can also ask for an explanation of how the decision has been made. More advice about writing your letter is provided by the Citizens Advice website. You should send your letter to the Director of Adults Services at your local authority.
What are the 5 questions CQC ask?
We ask the same five questions of all the services we inspect:
- Are they safe? Safe: you are protected from abuse and avoidable harm.
- Are they effective?
- Are they caring?
- Are they responsive to people’s needs?
- Are they well-led?
The Care Quality Commission (CQC) regulates all health and social care services in England. The commission ensures the quality and safety of care in hospitals, dentists, ambulances, and care homes, and the care given in people’s own homes.
Can you ring CQC anonymously?
The information you give us will be dealt with in confidence, and you can raise concerns anonymously. Before contacting us, you may want to: speak to your line manager or a senior member of staff about your concerns. read your employer’s whistleblowing policy which will give you information on what to do next.
You may be afraid to complain because you’re worried that the services you receive may be taken away from you. Social services have a duty to help and protect people. If you’re worried about what to do, talk to someone, for example, a Citizens Advice Bureau adviser about help to complain.
Yes, you can sue social services for distress and potentially other damages too. As well as the figure that’s awarded for your psychological distress (which is known as non-material damages), you may also be eligible to receive material damages too.
Social workers should not practice, condone, facilitate, or collaborate with any form of discrimination on the basis of race, ethnicity, national origin, color, sex, sexual orientation, gender identity or expression, age, marital status, political belief, religion, immigration status, or mental or physical ability.
What are the 4 types of neglect?
Answer
- Physical Neglect. The failure to provide necessary food, clothing, and shelter; inappropriate or lack of supervision.
- Medical Neglect. The failure to provide necessary medical or mental health treatment.
- Educational Neglect.
- Emotional Neglect.
What are the 7 types of neglect?
Understanding the Six Types of Neglect
- Physical Neglect or Deprivation of Needs Neglect.
- Medical Neglect.
- Supervisory Neglect.
- Environmental Neglect.
- Educational Neglect.
- Emotional Neglect.
A Section 47 Enquiry might also be referred to as a Child Protection enquiry, a Child Protection Investigation, or an S47. These investigations are carried out to assess if there is the risk of significant harm to a child (or children).
Does the CQC investigate complaints?
All complaints must be investigated thoroughly and any necessary action taken where failures have been identified. When requested to do so, providers must provide CQC with a summary of complaints, responses and other related correspondence or information.
What happens when you complain to CQC?
Our complaints team will look at the issues and tell you if we can handle your complaint. If we can take forward your complaint, we will let you know how the investigation will work. We may ask you to provide more information to help us.
What enforcement action can CQC take?
The type of enforcement action we can take will depend on whether we are protecting people or holding providers to account. We will take civil enforcement action to protect people. To hold providers to account we will take criminal enforcement action if they fail to meet prosecutable fundamental standards.