A stitch in time saves nine

Posted on July 1st, by editor in Caring Times. No Comments

|All providers will have a system in place to ‘deal with’ complaints. John Burton argues that, in most cases, a fundamental redesign is needed.| If you see something going wrong, put it right before it gets worse. If you suspect that someone’s safety or liberty is at risk, find out what’s going on and nip it in the bud. If someone complains about anything, no matter how apparently trivial, look into it immediately and sort it out. Sounds simple, doesn’t it? Unfortunately it’s not, but making it more complicated doesn’t help anyone. I can claim long experience of “Complaints and Protection” (Standards 16 – 18) in a wide variety of social care settings since the mid-’60s. I’ve seen most sides of the various systems designed to respond to and correct complaints and to protect people who use care services. As a manager, registered person in control, inspector, independent complaints investigator and as a complainant, relative and advocate, my experience gives me little faith in the systems we have set up. General

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