,
e At Ardcomm, we are committed to providing high-quality care and services to all those we support. We take complaints seriously and see them as a valuable opportunity to learn and improve. Addressing concerns effectively and with care allows us to improve the services we provide and strengthen the relationship between us, our staff the people we support and their families, and the partners we work with.
1. Our Commitment to Complaints
We believe that every complaint, whether it is from a service user, their family, or a member of our staff, offers us an opportunity to learn and grow. We take each complaint seriously and see it as an important way to improve the care and services we provide. We aim to handle complaints in a way that is fair, transparent, and timely. We acknowledge that good complaint handling fosters positive communication and helps ensure we are providing the best care possible. We value the feedback we receive through complaints and work hard to address concerns as quickly and efficiently as possible.
2. Why Complaints Matter
Complaints help us to identify areas of service delivery and provision where we can improve, ensuring we maintain high standards and meet the expectations of those who use our services. We are committed to listening to all our stakeholders so that we can resolve concerns and enhance the care we offer, to be the best that we can be. We believe that effective complaints handling offers:
- A direct and positive connection between the organization and the people who use our services, their families, and our external stakeholders.
- A chance to reflect on our practices and make improvements.
- A transparent and accountable approach that builds trust with those we support and work with.
3. Our Complaints Handling Process
When investigating a complaint, we follow a fair and thorough process to evaluate the issue objectively. This involves gathering and assessing all relevant information, considering the context of the complaint, and determining the credibility of the sources involved. The goal is to fully understand the situation, identify any areas of improvement, and ensure that the issue is resolved in a fair and transparent manner. We have developed a clear and effective complaints-handling process that prioritises professionalism, confidentiality, and focuses on safety and resolution. Below is a summary of our in-house complaints handling process.
Step 1: Acknowledge Receipt of Complaint:
Initial Review: When we receive a complaint, we will acknowledge it within 1 working days. We will inform the complainant that we have received their complaint and explain the process we will follow. Once a complaint is received, we begin by understanding the nature of the complaint. This includes reviewing the key facts provided, identifying who is involved (e.g., staff, service users, family members), and determining the timeline of events. We also take note of any previous interactions related to the complaint.
Understanding the Context: We consider any relevant background information about the situation and assess whether there are any underlying issues contributing to the complaint. We seek to understand the broader context in which the complaint was made, whether it pertains to service delivery, staff behaviour, or a policy concern.
Immediate Action: If the complaint is urgent or relates to an immediate concern, we will act quickly to address it and ensure the safety and well-being of those involved.
Evaluating the Source of the Complaint
Assessing Credibility: One of the first steps in our investigation is determining the credibility of the source. We assess whether the complaint is coming from a reliable and responsible individual, such as a partner, service user, family member, or staff member who has direct knowledge of the situation. If the complaint comes from an external source or anonymous source, we take extra care to evaluate the reliability of the information.
Direct Sources: Complaints made directly by people we work with, service users or their family members are usually more credible, as they have firsthand experience with the situation.
Secondary Sources: Complaints made by staff or other third parties are also evaluated, but we may need to gather more information to verify the claims, especially if the complaint comes secondhand.
Evaluating Malicious Intent: We recognise that some complaints may be made with malicious intent or personal grievances. This is a rare occurrence, but if we suspect a complaint is designed to cause harm or disrupt our operations, we will handle it carefully, ensuring that any baseless or false allegations are identified early in the process.
Consistency of Information: We assess whether the information provided in the complaint is consistent with known facts and whether it aligns with reports from other involved parties (e.g., staff, service users). If there are discrepancies, we will investigate further to understand why.
Previous Behaviour: Every complaint is treated seriously, and we will not dismiss any concern without a full investigation. However, if the complainant has a history of filing complaints or has previously made allegations that were found to be unfounded, we will take that into account when assessing the credibility of the current complaint.
Tone and Intent: We also evaluate the tone of the complaint and the language used. If the complaint includes aggressive or inflammatory language that seems intended to harm the reputation of staff or the organisation without evidence, we will take steps to address the motivations behind the complaint.
Step 2: Investigating the Complaint – Gathering and Verifying Information:
Assessment and Investigation Timeline: We will thoroughly investigate the complaint in a fair and impartial manner. This may involve reviewing documentation, speaking with staff or service users, and gathering the relevant information. We aim to complete the investigation within 5 working days from the date we acknowledge the complaint. If we need to speak to numerous parties and/or gather additional documentation, more time may be needed, but we will keep the complainant informed about the progress.
Interviewing Relevant Parties: We gather information from all relevant parties involved in the complaint, which may include the person who raised the complaint, staff members named in the complaint, and any other individuals who may have information about the situation. We seek to gather different perspectives to ensure a full understanding of the issue. We will professionally ask for specifics and facts, such as dates, locations or details/context etc., that could help substantiate the enquiry.
Reviewing Documentation: We may review any documentation, records, or reports related to the complaint. For example, in the case of a service-related issue, we might review care logs, medication records, or communication between staff members. If the complaint concerns a policy or procedural breach, we will review relevant guidelines and practices.
Observing Procedures: We will evaluate whether proper procedures and policies were followed. If the complaint suggests a failure to follow proper protocols, we will investigate whether these protocols were clearly communicated and adhered to by staff.
Step 3: Differentiating Between Legitimate Complaints and False Allegations
Verifying Facts: During the investigation, we focus on distinguishing between complaints that are based on factual, verifiable events and those that may be based on misunderstandings or false claims. We use available evidence, such as records, documentation, and testimonies, to verify the facts.
Handling Malicious Complaints: If we determine that a complaint was made with malicious intent, we will address it accordingly. This could involve:
Clarifying Misunderstandings: If the complaint is based on a misunderstanding or miscommunication, we will provide clarification and ensure that all parties involved have a clear understanding of the situation
Taking Disciplinary Action: If it is found that the complaint was made with the intent to harm the reputation of the organisation or staff, we will take appropriate action, including the possibility of disciplinary measures in line with our internal policies.
Documentation of Findings: We will always ensure that our findings are documented clearly and transparently to maintain a record of how the complaint was investigated
Step 4: Determining the Outcome and Next Steps
Finding a Resolution: After thoroughly evaluating the complaint and investigating the facts, we will determine whether the complaint is upheld. If the complaint is valid, we will take immediate steps to rectify the situation, which may involve actions such as:
- Apologising to the complainant.
- Implementing corrective measures to prevent recurrence.
- Offering additional support, training or services as required.
Clear Communication: We will communicate our findings to the complainant, providing clear and concise details about the investigation, the outcome, and any actions taken. We will also explain how we will prevent similar complaints from arising in the future.
Continuous Improvement: Regardless of the outcome, we will use the feedback from the complaint to continually improve the quality of our services and care. If necessary, we will revise our policies, training programs, or practices to address the issue and improve our service delivery.
Action Plan: If needed, we will implement changes to improve our services based on the findings of the complaint.
Feedback: After resolving the complaint, we will follow up with the complainant to ensure that they are satisfied with how their complaint was handled and the outcome.
This breakdown emphasises the importance of evaluating the source of a complaint, differentiating between credible claims and potential malicious intent, and ensuring that investigations are thorough, fair, and transparent. By following this process, the organisation can resolve complaints effectively while also safeguarding against any potential misuse of the complaints procedure.
4. Our Promise to You
We promise to:
- Treat every complaint with respect and confidentiality as required, however there will be times when we need to share information with relevant authorities should the complaint be connected to a safeguarding issue.
- Address all complaints fairly and impartially.
- Respond promptly to complaints and keep complainants informed throughout the process.
- Take necessary steps to resolve complaints and improve our services.
- Use the feedback from complaints to drive improvements within the organisation.
5. How to Submit a Complaint
We want to make it as easy as possible for you to submit a complaint. Below is a simple template that you can use to gather the information you need so you can share your concerns with us. You can submit the completed form to us via email (info@ardcomm.org) or use the ‘Contatc us’ button on the website, or deliver to our physical address Ardmonagh Family & Community Group (Ardcomm), 61-63 Ardmonagh Gardens, Belfast BT11 8DX. Alternatively, you can contact us directly by phone at 028 90 245943.
Complaint Form/Template
Please complete the following information to help us understand and investigate your
complaint:
- Your Name:
- Your Contact Information (email/phone):
- Date of Incident (if applicable):
- Details of Your Complaint (please provide as much detail as possible):
- What actions would you like us to take in response to this complaint? (If you have a preferred resolution, please let us know.)
- Have you previously raised this issue with us? (Yes/No)
- If yes, when and how was the complaint handled?
- Signature (if submitting in person or via post):
- Date:
6. What Happens After You Submit Your Complaint?
Once we receive your complaint, we will follow the steps outlined above. We aim to acknowledge your complaint within 1 working day, and we will work hard to resolve your complaint as quickly as possible. If you are not satisfied with the resolution of your complaint, you may have the option to escalate it to an external body, which we will inform you about as appropriate.
7. Contact Us
If you have any questions or would like more information about how to submit a complaint, please contact us at:
Ardmonagh Family & Community Group (Ardcomm)
61-63 Ardmonagh Gardens
Belfast, BT11 8DX
Tele:: 028 90 245943
Email: info@ardcomm.org
Our goal is to learn from complaints and improve the quality of our care and services. We encourage you to let us know if something is not right so we can work together to resolve it.