Complaints

All S.C.C.T. services will make known to service users and their families the complaints procedure in the form of the User Protection Procedure. It is perhaps inevitable that concerns and complaints will arise from time to time. Experience would suggest that these are usually best dealt with at the level at which they occur and that open and sensible discussion can usually resolve them. However, there is a need to carefully examine all complaints and concerns at both a formal and an informal level. A detailed procedure is enclosed within the User Protection Policy, part of which is illustrated below:

Service User Protection Procedure

It is the responsibility of senior staff to ensure that they and staff under their supervision are familiar with all aspects of this procedure.

Statement to Relatives/Carers/Advocates

• Complaints and concerns are seen as an opportunity to improve the service. You are entitled to have complaints and concerns investigated thoroughly and promptly, with the interests of service users being the paramount consideration, and without prejudice to the outcome.
  
• You should bring to the attention of any senior member of staff or any other suitable person any concern or complaint or anything that is contrary to the Statement of Rights and Entitlements of the Individual served by S.C.C.T.
  
• Although staff vigilance will be maintained, it is recognised that many concerns or complaints may not surface through 'formal' procedures. It is therefore particularly important that you voice any concern that you may have.
  
• It is hoped that concerns or complaints can be dealt with at the highest level at which the problem has arisen and that sensible and open communication will overcome difficulties. However, it is recognised that this may not always be possible and it is your right to pursue the matter whether within S.C.C.T. to the Trust level or independently via the Inspection and Registration Department of the local authority, the social work agency involved with the service user, any independent advocate, any member of the Service Support Committee of the service or, where appropriate, the police