Complaints Procedure
We have a clear procedure for expressing a concern.
Expressing a concern
A procedure for resolving issues of mutual concern between residents or their representatives and Tigh-a'Chomainn Camphill Ltd.
Complaints Procedure
The welfare of the residents at Tigh-a'Chomainn concerns everyone who has regular contact with them. The co-workers at Tigh-a'Chomainn are aware that parents, in particular, may not wish to raise specific concern in case it may cause bad feeling. However, the aim in resolving any concern or complaint is to improve the quality of life of the residents. It is important that concerns are raised, so that they may be explored in a spirit of co-operation. Therefore, the co-workers at Tigh-a'Chomainn welcome any comments, concerns or criticisms from residents, parents, relatives, social workers, befrienders, advocates, doctors or any person with a legitimate interest. Anyone who wishes to may ask another person to help them to express their concern or complaint.
1. If you wish to make a suggestion or express a concern, please speak to a co-worker. The co-workers at Tigh-a'Chomainn would like you to feel able to talk informally about any issue that is of importance to you. If there are difficulties in expressing your concern, or if you feel that your concern is not being heard on not being acted on, mediation by a neutral third party may be offered to help to resolve the difficulties.
2. Where you choose to make a written complaint you may give it to a co-worker, or post it to the Official Correspondent, whose address is given overleaf. You may, if you prefer, ask someone to write down your complaint for you.
3. Your complaint will be fully investigated in a confidential manner. You may be invited to discuss your complaint with co-workers at Tigh-a'Chomainn. Co-workers will not investigate any complaint against him or herself.
4. Your complaint will be dealt with as quickly and as sympathetically as possible. Within 28 days of submitting your written complain you can expect to receive a written reply that explains the outcome of the enquiries into your case. If the response cannot be made within that period you will be sent a letter explaining the delay.
5. On receiving notification of the response to your complaint, you may be dissatisfied with the decision. You can, if you wish, write within 28 days and request that the decision be reviewed by the Council of Management of the Tigh-a'Chomainn community. (Name and address are overleaf).
6. If you are not satisfied with the decision of the Council of Management of Tigh-a'Chomainn, you may write within 28 days and ask for their decision to be reviewed by an independent review body, which will consist of three people who are independent of any Camphill Community. (Address of Secretary for Appeals for Camphill Communities overleaf).
The co-workers at Tigh-a'Chomainn expect that any complaint will be seen in relation to the service that Tigh-a'Chomainn sets out to provide, as outlined in the Contract and Brochure. Any persons should also feel able to raise issues which do not constitute a complaint, but which reflect their concern for the well-being of the residents.
The co-workers at Tigh-a'Chomainn undertake to reply promptly to any concern or complaint. Similarly, the co-workers at Tigh-a'Chomainn wish to be notified promptly if their reply to a complaint is not thought to be satisfactory.
A record will be kept of all concerns and complaints, and the response given.
The Tigh-a'Chomainn community is registered with Care Commission and their Registration and Inspection Unit visits Tigh-a'Chomainn regularly.
The Concerns and Complaints Procedure does not affect your right to contact the Care Commission, or your M.P., Councillor or other relevant person.
USEFUL ADDRESSES:
The Official Correspondent
Tigh-a'Chomainn Camphill Ltd.
4 Craigton Crescent
Peterculter
Aberdeen, AB14 0SB
The Secretary of the Council of Management of Tigh-a'Chomainn Camphill Ltd.
8 Albyn Terrace
Aberdeen
AB10 1YP
The Secretary for Appeals for Camphill Communities in Scotland
8 Albyn Terrace
Aberdeen
AB10 1YP
Care Commission
North Region
Johnstone House
Rose Street
Aberdeen
AB10 1UD