Complaints in care Homes

Copyright Carol Dimon 2013 Nursing and Residential Care Journal 1.9
http://www.nursingresidentialcare.com/cgi-bin/go.pl/…/article.html?uid

Care home itself according to policy Any issue. Refer some eg abuse to safeguarding bodies .
CQC No individual complaints. Do unannounced inspections. Monitor re CQC standards.
GP Consortia NHS funded residents
Local Government Ombudsman Social care of residents but not healthcare
Parliamentary Health Service Ombudsman NHS funded residents in care homes. NHS owned care homes. Difficult procedure. Do not consider all complaints. Similar to LGO.
Healthwatch Local Will enter care homes if concerns etc. Primarily for complaints re NHS homes , LA homes or NHS funded residents but will consider all . Support people to complain and refer to appt bodies eg CQC. Differs per local area.
Local Contracts Compliance or equivalent LA funded residents or private paying residents who pay via LA. Investigate complaints. Can block contract with care home.
Charity bodies eg Age UK Advise
Independent advocacy bodies Advise and mediate.

To access these individuals, try contacting the CQC who will refer you to them. Otherwise your adult head of social services, local council or ombudsman websites. There are also independent charity bodies.
Go internal first according to home’s policy.
CQC do not investigate individual complaints. Do unannounced inspections and monitor standards.
NHS funded residents- GP consortia but exact role unclear
Social care of residents but not healthcare =Local Government Ombudsman
NHS funded residents in care homes or residents in NHS owned care homes= Parliamentary Health Service Ombudsman
Healthwatch- How they undertake this role differs per local area. Support residents/ relatives to complain and refer them to appt bodies eg CQC. Primarily NHS or LA owned homes or NHS funded residents. Will assist other residents however, in some districts. Will visit care homes if needed.
LA funded residents and private paying who pay via LA- complain to Local Contracts Compliance of equivalent.
Charity bodies eg Age UK advise . Independent Advocacy bodies mediate

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