React Homecare QQ03 – Complaints, Suggestions and Compliments Policy and Procedure 1. Purpose 1.1 To ensure that React Homecare has an effective system in place to manage complaints, suggestions and compliments. 1.2 To ensure that React Homecare complies with any legal requirements, regulations, guidelines and best practice. 1.3 To meet the legal requirements of the regulated activities that React Homecare is registered to provide: o Compensations Act 2006 o The Care Act 2014 o The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 o Human Rights Act 1998 o The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 o Mental Capacity Act 2005 o Mental Capacity Act Code of Practice o Data Protection Act 2018 2. Scope 2.1 The following roles may be affected by this policy: o All staff 2.2 The following service users may be affected by this policy: o Service Users 2.3 The following stakeholders may be affected by this policy: o Family o Advocates o Representatives o Commissioners o External health professionals o Local Authority o NHS 3. Objectives 3.1 To improve the quality of the Service User's experience. 3.2 To ensure that all complaints and suggestions are promptly addressed, resolved and shared within the agreed timescales to ensure that lessons are learned and that the learning improves service quality and delivery. 4. Policy 4.1 Complaints
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