Joymac Care operates the Complaints and Compliments Policy and Procedure in accordance with the Health & Social Care Act 2008 (Regulated Activities) Regulations 2010- Outcome 17 & Regulation 19. We recognize the need to use complaints as a learning tool for shaping services to meet the needs of our service users. We also recognize the need to reward good practice through the compliments. Each service user is given a copy of the complaints procedure (also available in an ‘easy to read’ format) and supported to lodge a complaint e.g. using advocacy services.
Service users and/or their representatives are assured that lodging a complaint or raising a query will not result in any disadvantage or result in the quality of their service being affected.
A summary of the complaints received during the previous 12 months – will be made available to the Care Quality Commission (CQC) or Commissioning Authorities when required. Complaints monitoring is used as part of the Quality Monitoring overview which is published annually and available to Commissioners and CQC on request.