1. Our approach
ExcelCare Agency provides personal care without nursing to adults in their own homes. When someone we support, a family member, an advocate or a professional is unhappy with our service, we want to hear about it early. A complaint is information: it shows us where care is falling short and gives us the chance to put it right.
No one will be treated less favourably, or have their care reduced, because they have made a complaint. Staff who raise a concern on a person's behalf are supported, not criticised.
2. What counts as a complaint
A complaint is any expression of dissatisfaction about our service, whether made verbally, in writing, by telephone, by email, through a survey or by a third party. It may concern:
- the quality or timing of care
- the conduct, attitude or competence of a member of staff
- a missed or shortened visit
- medicines support, record keeping or communication
- the way a safeguarding concern or an incident was handled
- discrimination, dignity or privacy
- billing and administration
A concern raised and resolved on the spot is recorded as a comment, but is still logged so that themes can be identified.
3. How to complain
A complaint can be made directly to any member of staff or to the office. Where a person needs help to express their complaint, we will arrange an independent advocate or communicate in their preferred format and language.
ExcelCare Agency · Telephone 0333 090 3885 · excelcareagency.com
There is no time limit for raising a complaint with us, although we may be unable to investigate events from several years ago where records are no longer held.
4. Timescales
| Stage | Action | Timescale |
|---|---|---|
| 1 | Complaint received and logged; acknowledged in writing | Within 3 working days |
| 2 | Investigation by the Registered Manager, including contact with the complainant | Within 15 working days |
| 3 | Written response with findings, apology where due, and actions | Within 28 days of receipt |
| 4 | Request for review by a director, where the complainant remains dissatisfied | Acknowledged in 3, answered in 28 days |
| 5 | Escalation to the local authority or the Ombudsman | Advised in the final response |
Where an investigation will take longer, we write to explain why and give a revised date. We do not extend beyond 28 days more than once without the complainant's agreement.
5. Investigation
- The Complaints Lead records the complaint on the complaints register with a unique reference.
- The person's records, visit logs, medicines records and staff statements are reviewed.
- Staff involved are interviewed and asked for a written account.
- Where the complaint concerns a safeguarding matter, our Adult Safeguarding Policy applies and safeguarding takes precedence over the complaints process.
- Findings are shared with the complainant in plain language, with a clear explanation of what went wrong, what we have done, and what will change.
- The complainant is told how to escalate if they remain dissatisfied.
6. Duty of candour
Where a complaint reveals that harm or potential harm has occurred, we apply the Duty of Candour under Regulation 20: we apologise, explain what happened and what we will do, and keep a written record of the discussion. An apology is not an admission of liability.
7. Records and confidentiality
Complaints are recorded on the complaints register and the person's file, held securely and retained for at least six years. Information is shared only with those who need it to investigate, and confidentiality is respected throughout.
8. Learning and improvement
The management team reviews every complaint at its monthly meeting and reports themes, outcomes and actions to the Board quarterly. Learning is shared with the whole team through briefings, supervision and training updates. Where a complaint identifies a gap in a policy or procedure, that document is revised immediately.
9. Other routes
People can also complain to the local authority that funds their care, to their integrated care board, or to the Local Government and Social Care Ombudsman, which is free and independent. Complaints involving a possible crime can be reported to the police, and concerns about our registration can be raised with the Care Quality Commission.
10. Monitoring
We monitor the number of complaints, the proportion upheld, response times and repeat themes. A rising trend, or a single serious complaint, triggers a review of the relevant policy and staff training.