Complaints Procedure
Summary
We expect providers in our membership to strive for high standards of performance at all times and to act with care, integrity and professionalism in the way that they conduct themselves. Provider members are required to sign our Homecare Association Code of Practice.
The Homecare Association is not a regulator and has no authority to investigate concerns regarding the quality of care. These must be raised directly with the provider concerned and, if necessary, with the relevant regulatory or other authority.
Where concerns are raised about provider members not following our Code of Practice, we will give serious consideration to the issues raised. However, it is important to understand that as a membership association, our options to intervene may be limited.
The Homecare Association reserves the right to report issues of concern brought to our attention to the appropriate authority if we are not satisfied that this has been done by others. It is not our role to intervene in disputes within or between members.
Process for raising a concern
Depending upon the nature of your concern, there are different processes to follow:
Raising a concern about the quality of care being provided by a homecare provider
Stage 1
Raise your concern directly with the provider.
Stage 2
If you are not satisfied with the outcome, you can raise your concern directly with the relevant regulatory authority:
- England – Care Quality Commission
- Wales – Care Inspectorate Wales
- Scotland – Care Inspectorate
- Northern Ireland – Regulation and Quality Improvement Authority
Stage 3
You can also raise your concern with the Local Government Ombudsman
Raising a concern about a provider member not operating according to our Code of Practice
Principles
In considering complaints or concerns about a member not operating according to our Code of Practice, we will:
- Listen carefully
- Act fairly and proportionately
- Encourage our members to resolve complaints raised with them in a professional and timely manner
- Encourage our members to learn and improve from complaints
Who can complain?
Anyone who comes into contact with one of our members and has reason to believe they are not operating according to our Code of Practice, and who has raised the concern direct with the member and is not satisfied with the outcome, can raise their concerns or complaints with us.
Is there a time limit?
Complaints against an organisation in our membership should be drawn to our attention after you have followed the organisation’s own complaints procedures and have been unable to reach a satisfactory outcome and within 6 months of the conclusion of the member’s own complaint process.
Who do I complain to?
To seek a prompt resolution of the issue, those making a complaint should initially raise concerns with the member organisation. If you remain dissatisfied having followed the member’s own complaint procedures, you can refer your complaint to the Homecare Association. The three-stage complaints procedure set out below should be used.
All complaints should be in writing and include the following:
- A clear description of the circumstances giving rise to the complaint.
- Confirmation of whether you have already raised your concerns with the
organisation which is the subject of the complaint and if you have, what the outcome was. - A description of what, from your point of view, would be a satisfactory resolution of the issue.
- Your email address or full postal address and telephone number
Stage 1
Email or write to the Director of Corporate Services of the Homecare Association.
Stage 2
Email or write to the Chief Executive of the Homecare Association.
Stage 3
Email or write to the Chair of the Board of the Homecare Association.
Contacting the Homecare Association
You can contact the Director of Corporate Services, Chief Executive or Chair of the Board by writing, phoning or emailing our office:
Homecare Association
Mercury House
117 Waterloo Road
London
SE1 8UL
Telephone: 020 8661 8188
Email address: [email protected]
What happens to my complaint?
Once you have made a complaint to the Homecare Association we aim to send you an acknowledgement within 5 working days. We will give serious consideration to the issues you raise about the organisation in our membership which you are concerned about. We will consider if it is appropriate to look into the matter ourselves or to refer it to a relevant regulatory or other authority.
We expect to respond to your complaint within 20 working days of receiving the complaint. The time taken to respond will vary depending on the urgency and complexity of the complaint and the timeliness of the responses received from our member.