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Care Homes: Complaints

Answer

All care homes are subject to the Care Homes Regulations 2001, which include a requirement that the provider has an effective complaints procedure. All residents have access to this. Normally, the expectation is that in the first instance the complaint should be raised with the provider. In addition, people whose care needs have been assessed by local authorities, or whose care is commissioned or funded by local authorities, have access to the statutory local authority social services complaints procedure. If the local authority response does not satisfy the complainant, they are entitled to refer the matter to the local government ombudsman.People can also raise concerns with the Commission for Social Care Inspection (CSCI). CSCI welcomes representations about the standard of care in care homes and reports of suspected abuse, and will respond to these as appropriate. CSCI's role in doing so is that of a regulator, where issues are raised that impact upon the safety of services and compliance by the provider with the regulations. However, CSCI does not have a role in resolving complaints for individuals.In addition, anyone receiving national health service health care, irrespective of their circumstances, is able to make a complaint under the NHS complaints procedure, for example, care home residents registered with a general practitioner.The procedures for complaints relating to care homes have not altered since the current regulatory regime for care homes was introduced in 2002.

Secondary information

Type

Written question

Reference

469 c296-7W; 172825

Session

2007-08

Subjects

Complaints Care homes

Link

View this Written question on www.publications.parliament.uk