The Care Inspectorate made statements to the press that were untrue, including that a complaint had been upheld. This email address is being protected from spambots. 1 The actions of the Care Inspectorate in the period leading-up to the closure (November 23rd, 2018) In summary, my complaint is that the Inspectorate; acknowledge that we have received your complaint within three working days, aim to complete the investigation within 40 working days, let you know if we think there will be a delay and give you the reasons for the delay. The SPSO website has information on making a complaint and the types of complaints it looks at. The Care Inspectorate confirms receipt within three working days and aim to have their investigation completed within 40 days if your complaint meets their criteria. However, f you are dissatisfied with the way we have dealt with your complaint, you can ask the Care Inspectorate to look at it. var addy_text9d8e1980ff7578eff722a147dba8812c = 'concerns' + '@' + 'careinspectorate' + '.' + 'gov' + '.' + 'scot';document.getElementById('cloak9d8e1980ff7578eff722a147dba8812c').innerHTML += ''+addy_text9d8e1980ff7578eff722a147dba8812c+'<\/a>'; That is the message from a report published today by Scotland’s social care scrutiny and improvement body, the Care Inspectorate . Please Note: We may share any information that you provide to us, including information about your identity and the identities of others, with other agencies involved in the prevention, detection, investigation or prosecution of crime or other unlawful activities, including Police Scotland. Care Inspectorate Wales uses cookies which are essential for the site to work. Non-essential cookies are also used to tailor and improve services. SCSWIS has national complaints, enquiries and registration teams dedicated to providing more efficient and effective responses for service providers and people enquiring about, or raising concerns on, quality of care. You don't have to give your name when making a complaint if you don't want to. Local authorities and any contractors that provide care services must be registered with the Care Inspectorate. For more information, you can read unhappy about a care service? We will risk assess any concerns we receive, and this may result in complaints being referred to the service provider. News 2011 Read more Dear member. To find out more, including how to control cookies, see here: Care at Home. One of the most important ways for us to make sure care services improve is by listening to your concerns. Non-essential cookies are also used to tailor and improve services. The Scottish Public Services Ombudsman (SPSO) published revised Model Complaints Handling Procedures (MCHPs) in January 2020. Complaints can also be made anonymously. It also includes investigating complaints and taking enforcement action. Privacy & Cookies: This site uses cookies. Please try to select the service from the list if possible. Services regulated. addy9d8e1980ff7578eff722a147dba8812c = addy9d8e1980ff7578eff722a147dba8812c + 'careinspectorate' + '.' + 'gov' + '.' + 'scot'; The Care Inspectorate receives 50 per cent more complaints now than three years ago. Care examples will be shared to highlight themes, and how care cultures play a major factor in early detection of practice issues. Under the Welsh Government’s complaint’s policy we must identify and process complaints about the service we provide, including our staff. The Care Inspectorate, the national regulator for care services in Scotland released its quarterly figures last week. The Care Inspectorate receives 50 per cent more complaints … Independent health service or hospice: contact Healthcare Improvement Scotland. Dear member We would like to invite you along to our 1st Improving Complaints Handling Workshop which will be delivered by the Care Inspectorate. Workshop. If you cannot find the care service in the list or you are unsure about which care service to select click this button. Responsive website design, Development & Hosting by mtc. var prefix = 'ma' + 'il' + 'to'; When professionals misuse the rules to the detriment of the vulnerable child and their families, should the Care Inspectorate have the powers to investigate individual complaints? This is often the quickest way to resolve a problem. The Care Inspectorate’s work ranges from inspecting and assessing the quality of outcomes for people who live in care homes to registering child minders. It achieves this aim through regulation, inspection and review. You need JavaScript enabled to view it. These may be about a care service or about the Care Inspectorate. Care services in the country became regulated by SCSWIS, who from 15 September 2011, adopted the simpler working name of the Care Inspectorate. The Care Inspectorate is governed by legislation (The Public Services Reform (Scotland) Act 2010). We may also share this information with other agencies which have a role in the protection of vulnerable people, including local authorities and other regulatory bodies. By continuing to use this website, you agree to their use. This is "Care Inspectorate - Complaints Animation" by Mallard Productions on Vimeo, the home for high quality videos and the people who love them. 2015. Care Inspectorate Wales – Complaints Policy - A Guide to Making a Complaint Page 1 Final Version – January 2019 About us We are Care Inspectorate Wales (CIW), the independent regulator of social care and childcare. The message comes as the Care Inspectorate, Scotland’s social care scrutiny and improvement body, simplifies its complaints procedure to make it easier to access and use. Don't Know/Can't Find Local authority social work departments: you need to contact the local authority and ask about their complaints procedure. It also includes investigating complaints and taking enforcement action. Title: Improving Complaints Handling Workshop (PILOT) Agenda: To Follow. Complain about the Care Inspectorate Whistleblowing Please Note: We may share any information that you provide to us, including information about your identity and the identities of others, with other agencies involved in the prevention, detection, investigation or prosecution of crime or other unlawful activities, including Police Scotland. Cookie Policy. Care Inspectorate Wales uses cookies which are essential for the site to work. Public bodies are required to implement the revised MCHPs over the coming business year, with full … If you're not happy about something and the care service hasn't been able to help resolve it, the Care Inspectorate may be able to. By continuing to … Please note that selecting this option may delay the processing of your complaint. You can raise a concern with us by email at This email address is being protected from spambots. var path = 'hr' + 'ef' + '='; If you are unhappy with the outcome, you have the right to ask the Scottish Public Services Ombudsman (SPSO) to look into our decision. The third quarter figures 2019/2020, which include data up to the end of December 2019, indicate that whilst complaints to the regulator are on the … The Care Inspectorate encourages complainants to raise matters of concern in the first instance with the provider. The SSSC regulates a wide range of social care workers: www.sssc.uk.com. website has information on making a complaint and the types of complaints it looks at. The Care Inspectorate regulates and inspects care services to make sure they meet the right standards. This is the independent scrutiny and improvement body for care and social work across Scotland, which regulates, inspects and supports improvement of care services. They are the final stage for handling complaints about public services in Scotland. Care Inspectorate Wales is part of the Welsh Government. If you have a concern about a care service, in the first instance please raise this with the manager of the service. A care service The Care Inspectorate Sign up to our newsletter for latest news, events & updates. We look at the quality of care in Scotland to ensure it meets high standards. By continuing to … document.getElementById('cloak9d8e1980ff7578eff722a147dba8812c').innerHTML = ''; 33 homes, out of the 44 operated by the firm in Scotland, have had 108 complaints upheld against them. Care services have to provide quality care as set out in legislation and the National Care Standards and, from April 2018, Scotland's new Health and Social Care Standards.If services aren't meeting the right standards, the Care Inspectorate will make recommendations, requirements and can even take enforcement action when necessary. 'How we deal with concerns and complaints' explains the process. You can check if a worker is registered by searching the Register or by calling the SSSC on 0345 603 0891. Sign up to our newsletter for latest news, events & updates. Most anonymous complaints will be used to help us decide how and when to inspect services. The Model Complaints Handling Procedures. e. The Care Inspectorate stated to the Board of Governors that the Head of School was not a fit person to be Head of School without providing any evidence of wrongdoing or malpractice that could justify this or an opportunity to challenge incorrect assertions. The session will be delivered by Complaint Inspector, John Elliott. If you are not happy with the level of care you or someone you care for is receiving, we would encourage you to first of all speak to the care service itself about your concerns. Raising awareness If there is an issue, the care home staff and/or manager may not be aware of it as mistakes and misunderstandings happen. Privacy & Cookies: This site uses cookies. It is each establishment’s policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services. You need JavaScript enabled to view it. CIW is responsible for encouraging improvement in social care, early years and social services. The Care Inspectorate has upheld more than 100 complaints against private sector care home provider, HC-One, in the last three years, the Ferret can reveal. 2015. Due to Government guidance, our staff are now working from home. The Care Inspectorate's complaints pro… If you wish to submit a complaint please click the button. Care Inspectorate : Complaints about care report People in Scotland are using better quality care services, and are also more confident about complaining when services do not meet expected standards. If you want to make a complaint about local authority social services Local authority social services are responsible for providing information, advice and assistance as well as assessing people’s need for care and support and arranging for care and support to be provided. In order to protect the safety and wellbeing of people experiencing care we are only making visits to services when it is absolutely necessary. This requires us to have a procedure for receiving and investigating complaints, from members of the public or their representatives, about the provision of a care service. The Care Inspectorate regulates and inspects all care services in Scotland. Further information about the policy is available from the Complaints section of the Welsh Government website. If a complaint relates to the action of two or more registered care services we will address these separately and give you separate responses following any investigation we carry out at each service. The Care Commission had the responsibility for the regulation of a range of services in Scotland providing care … For more information, you can read unhappy about a care service? These may be about a care service or about the Care Inspectorate. John has a background in Children’s Social Work before moving to the Care Inspectorate in 2012. The Care Inspectorate investigates complaints too, so if you're not happy about something and the care service hasn't been able to help resolve it, the Care Inspectorate may be able to. This Facsheet is about complaints relating to the Care Inspectorate Wales (CIW). Children in care under child protection procedures are very vulnerable. 3. The SSSC can only consider concerns about workers who are registered or applying to register with it. Anonymous complaints can provide valuable information about a service. To help us to deal with your complaint effectively please provide us with a contact telephone number so we can talk to you about how best to address your concerns. let you know our findings and the outcome of the complaint. If you are unable to email us or use our online complaints form, please call 0345 600 9527 between 09:00 to 16:00 Monday to Friday. The Care Inspectorate’s work ranges from inspecting and assessing the quality of outcomes for people who live in care homes to registering child minders. Responsive website design, Development & Hosting by mtc. To find out more, including how to control cookies, see here: NHS hospital or clinic: you need to contact the local NHS board. Anyone with a concern about the care they or a loved one access is being encouraged to flag them up to help services improve. We can deal with complaints in confidence if you do not wish the service to know that you have complained. You can register your complaint online, in writing, or give them a call on 0345 600 9527. Riviera Care Group believes that if a service user wishes to make a complaint or register a concern they should find it easy to do so. var addy9d8e1980ff7578eff722a147dba8812c = 'concerns' + '@'; If you make a complaint about poor care and/or support, we want to know too as it will inform our inspection planning. However, you can choose to complain directly to us by either: Whichever method you use to, we will deal with your complaint following 'How we deal with concerns and complaints'. If you've raised your concern directly with your service provider and you're not satisfied with the outcome, you can ask the Care Inspectorate to investigate your complaint.. The Care Inspectorate investigates complaints about registered care services. Please tell us whether your complaint is about a care service or about the Care Inspectorate. You can contact the Care Inspectorate by calling the national enquiries line on 0845 600 9527 or in writing to the local office at: Privacy Policy and Cookies | Sitemap | Care Inspectorate © All right reserved. We register, inspect and take action to improve the quality and safety of services for the well-being of the people of Wales. Sign up to our newsletter for latest news, events & updates. Privacy Policy and Cookies | Sitemap | Care Inspectorate © All right reserved. Where we find that improvement is needed, we support services to make positive changes. Complaints about care. The Care Inspectorate has a procedure for receiving information, concerns and investigating complaints, from members of the public or their representatives, about the care services they use. Cookie Policy. We would like to invite you along to our 1st Improving Complaints Handling Workshop which will be delivered by the Care Inspectorate.. One of the most important ways for us to make sure care services improve is by listening to your concerns. Welcome to the Care Inspectorate. 'How we deal with concerns and complaints' explains the process. It should be read together with our general information available here. The care at home service can touch on all aspects of your daily life in your own home. If you want to raise a concern about a specific individual (or individuals) working in a care service – rather than the service itself – the Scottish Social Services Council (SSSC) may be able to help. How to make a complaint. Title: Improving Complaints Handling Workshop (PILOT) Agenda: To Follow Workshop Description: For participants to understand the … It also works with providers to help them improve their service and make sure everyone gets safe, high-quality care that meets their needs. Please see below for invite from the Care Inspectorate to their Improving Complaints Handling Workshop. . Using the drop down menus below, you can filter resources by resource type, relevant topics or date of publication. Reports detailing the outcome of complaints that are in progress have been placed on hold until further notice. By continuing to use this website, you agree to their use. They are the final stage for handling complaints about public services in Scotland. The actions of the Care Inspectorate during the final week of school (20-23 November 2018) when CI representatives had a duty of care to the pupils. Care at home makes sure that as many people as possible are supported in their own homes.