Omnia Support Complaints Policy
Policy Statement
Omnia Support Ltd is committed to delivering exceptional, person-centered care that prioritizes the dignity, safety, and well-being of our Service Users. We view complaints, suggestions, and compliments as vital opportunities to enhance service quality, address concerns, and celebrate successes. This policy ensures that all feedback is managed with transparency, fairness, and efficiency, fostering an open and honest culture. In line with the Duty of Candour, we uphold openness by promptly informing Service Users of incidents, providing apologies, and implementing improvements. Our goal is to resolve issues effectively, learn from feedback, and continuously improve care delivery while meeting all statutory and regulatory obligations.
Purpose
To establish a robust, accessible, and effective system for managing complaints, suggestions, and compliments, ensuring compliance with the Health and Social Care Act 2008, Care Quality Commission (CQC) regulations, and relevant Framework Agreements.
Scope
This policy applies to:
• All staff, including permanent, temporary, and agency workers.
• Service Users receiving care from Omnia Support Ltd.
• Stakeholders, including family members, advocates, representatives, commissioners, external health professionals, Framework Partners, and NHS/Continuing Healthcare Commissioning Teams.
Legislation and Guidance
This policy complies with:
• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Regulation 16: Receiving and acting on complaints, ensuring accessible and proportionate systems.
• Care Quality Commission (CQC) – Fundamental Standards, Regulation 16, requiring effective complaint handling.
• Local Government and Social Care Ombudsman Guidance – Updated 2025, emphasizing early resolution and proportionate responses in adult social care.
• NHS Complaints Procedure – Parliamentary and Health Service Ombudsman, 2025 NHS Complaint Standards for consistent handling of NHS-funded care complaints.
• Accessible Information Standard (2016, updated 2025) – Ensuring communication support, including online records access for disabled individuals.
• Equality Act 2010 – Mandating non-discrimination and reasonable adjustments in complaint processes.
• GDPR and Data Protection Act 2018 – Protecting personal data with exemptions for social care complaints, requiring justified data use.
• Duty of Candour (Regulation 20) – Mandating transparency by informing Service Users of notifiable safety incidents, providing apologies, and detailing remedial actions.
Objectives
To enhance Service Users’ experiences by:
• Promptly addressing and resolving complaints and suggestions within agreed timescales.
• Learning from feedback to drive continuous improvement in service quality and delivery.
• Ensuring openness and honesty, particularly in fulfilling Duty of Candour obligations.
• Providing accessible, fair, and transparent processes for all stakeholders.
Policy
Complaints
Omnia Support Ltd defines complaints as expressions of dissatisfaction requiring a response, communicated verbally, electronically, or in writing by Service Users, their family, advocates, or commissioning teams. We take complaints with the utmost seriousness, treating them as critical opportunities to identify service-related issues, resolve concerns, and prevent recurrence. We strive to learn from outcomes to enhance care delivery, ensuring lessons are embedded into practice. In line with the Duty of Candour (Regulation 20), when complaints involve notifiable safety incidents (e.g., moderate harm, severe harm, or death), we promptly notify the Service User or their representative, provide a truthful account, offer a sincere apology, and outline remedial actions. This Complaints Policy aligns with our Whistleblowing Policy, ensuring consistency in addressing concerns, particularly when staff raise protected disclosures about service issues. Staff complaints are otherwise managed through grievance or whistleblowing procedures, ensuring appropriate channels for internal concerns.
Non-Discrimination
Our complaints process is equitable, transparent, and free from discrimination based on age, sexual orientation, gender reassignment, marital status, pregnancy, disability, race, religion, belief, or any other characteristic. Complainants are treated with respect and compassion, without fear of reprisal. Feedback and communication meet the Accessible Information Standard, ensuring accessibility for all, including those with communication difficulties or non-English speakers.
Engaging Service Users
We proactively seek feedback from Service Users and stakeholders, handling it with sensitivity, integrity, and professionalism. Confidentiality is safeguarded in accordance with GDPR and the Data Protection Act 2018. Alternative communication methods (e.g., large print, audio, or translated materials) are provided to ensure accessibility. Staff receive regular training on complaint handling, including Duty of Candour responsibilities, tailored to their roles.
Concerns and Complaints
All expressions of dissatisfaction, whether concerns or formal complaints, are addressed under this policy to facilitate early resolution and prevent escalation. Concerns raised informally are logged and resolved promptly where possible, with escalation to formal complaints if needed.
Record Keeping
All complaints and concerns are meticulously recorded to ensure transparency and accountability. Records include:
• Complainant details (unless anonymous).
• Unique complaint reference number (e.g., OMNIA-YYYY-NNN).
• Nature of the complaint or concern.
• Date and method of receipt.
• Investigation details, updates, outcomes, and actions taken.
• Duty of Candour notifications, where applicable.
Records are stored securely in Service Users’ care files (where relevant) and a centralized complaints database, accessible only to authorized personnel. Data is handled in compliance with GDPR, with retention periods adhering to regulatory requirements (e.g., 3 years for complaints records unless safeguarding or legal issues apply). Reports are submitted to commissioners or regulators (e.g., CQC) as required, ensuring transparency and compliance.
Safeguarding
Complaints indicating potential or actual harm to Service Users trigger our Safeguarding Policy and Procedures. We escalate concerns to Birmingham City Council, Solihull Council, or Continuing Healthcare Safeguarding Adults Teams, following local authority protocols. The CQC is notified of safeguarding incidents and notifiable safety incidents under Duty of Candour obligations, ensuring transparency and regulatory compliance.
Staff Responsibilities
All staff are trained on induction and annually to handle complaints and concerns sensitively, including understanding Duty of Candour requirements. Responsibilities include:
• Listening empathetically and acknowledging concerns immediately.
• Escalating complaints to management promptly using the assigned reference number.
• Updating care plans to reflect feedback-driven changes.
• Maintaining confidentiality and documenting interactions accurately.
• Participating in reflective learning to improve care quality.
Failure to escalate concerns or adhere to procedures may result in disciplinary action, reinforcing our commitment to openness and accountability.
Management Responsibilities
The management team oversees compliance, improvement planning, and reporting. Mrs Amanda Lord, Registered Care Manager, is the lead for complaints, ensuring investigations are thorough and transparent. Responsibilities may be delegated to senior staff with the requisite expertise. Complaint procedures are prominently displayed in our premises, on our website (www.omniasupport.org.uk), and in Service User guides, with alternative formats (e.g., Braille, translated versions) available on request. Management ensures regular audits and shares learning outcomes with staff to drive continuous improvement.
Learning and Service Improvement
We are committed to learning from complaints and service-related issues to enhance care delivery. Outcomes are analyzed to identify trends, root causes, and areas for improvement. Learning is implemented through:
• Staff Training: Targeted sessions to address identified issues (e.g., communication skills, care delivery techniques).
• Process Changes: Updating policies, procedures, or workflows to prevent recurrence (e.g., improved shift handover protocols).
• Care Plan Updates: Adjusting individual care plans to reflect feedback and ensure person-centered care.
• Service Enhancements: Introducing new tools, resources, or practices (e.g., enhanced monitoring systems or accessibility aids).
Learning outcomes are shared with staff during team meetings, training sessions, and reflective practice forums, anonymized to protect confidentiality. Service Users and stakeholders are informed of improvements resulting from their feedback, fostering trust and engagement. Quarterly reports summarize lessons learned and actions taken, which are reviewed by management and shared with commissioners as required.
Compliments and Suggestions
Compliments and suggestions are valued for recognizing achievements and identifying improvement opportunities. Compliments are shared with staff, displayed publicly (anonymised or with consent), and logged for quality assurance. Suggestions are documented, evaluated, and actioned where feasible, with outcomes communicated to the proposer to demonstrate responsiveness.
Procedure
Raising Complaints
Complaints can be made verbally, electronically, or in writing to:
Amanda Lord
Registered Care Manager
Omnia Support Limited (Northfield)
777 Bristol Road South
Birmingham
B31 2NQ
Tel: 0121 622 4053
Email: amanda@omniasupport.org.uk
Or
Amanda Lord
Registered Care Manager
Omnia Support Limited (Solihull)
Avon House
435 Stratford Road
Shirley
Solihull
West Midlands
B90 4AA
Tel: 0121 622 4053/0121 746 3000
Email: amanda@omniasupport.org.uk
Eligible complainants include Service Users, their representatives with written consent, or those acting in their best interests (provided this aligns with confidentiality and prior wishes). Homecare folders provided to Service Users contain clear details on how to make complaints, including contact information, process guidance, and external escalation options. Staff are available to guide and assist Service Users in raising complaints, offering support with completing forms, explaining the process, or arranging advocacy through partners like Advocacy Matters. Service Users receive clear, accessible information on the complaints process, timescales, and Duty of Candour obligations via homecare folders, verbal explanations, or tailored formats.
Time Limits
Complaints should be raised within 12 months of the incident or concern. The Registered Care Manager may waive this limit if:
• Investigation is feasible (e.g., records and witnesses are available).
• The complainant demonstrates reasonable cause for delay (e.g., incapacity or delayed awareness).
Decisions are made on a case-by-case basis, ensuring fairness and accessibility.
Complaints Process
Acknowledgement
Upon receipt, each complaint is assigned a unique reference number (e.g., OMNIA-YYYY-NNN, where YYYY is the year and NNN is a sequential number) for tracking and communication. Complaints are acknowledged in writing within 5 working days (or 48 working hours for emails), including:
• The complaint’s unique reference number.
• An invitation to discuss the complaint in person, by phone, or virtually, respecting the complainant’s preferences.
• The investigator’s name and contact details.
• A 25-working-day investigation timescale, with notification if extensions are needed.
• Contact details for external bodies (e.g., Ombudsman) if dissatisfied with the outcome.
Acknowledgements are sent in the complainant’s preferred format (e.g., email, letter, or accessible format) and copied to relevant professionals (e.g., care coordinators) with consent.
Investigation
Investigations are thorough, impartial, and conducted by a staff member with appropriate expertise. The process includes:
• Fact-finding through interviews with staff, Service Users, or witnesses.
• Reviewing care records, incident reports, and relevant documentation.
• Assessing evidence against policies and regulatory standards.
• Applying Duty of Candour for notifiable safety incidents, ensuring Service Users or representatives are promptly informed of facts, receive a sincere apology, and are updated on remedial actions (e.g., staff training, process changes).
Complainants and involved professionals (e.g., social workers, commissioners) receive updates every 10 working days via email or letter, using the complaint reference number, detailing progress and expected resolution dates. Updates are logged in the complaints database. Confidentiality is maintained per GDPR, with data shared only as necessary (e.g., with safeguarding teams). If disciplinary action arises, complainants are informed of the process but not specific outcomes, preserving staff privacy.
Response
Within 25 working days, a response letter is sent (extended only with complainant notification), including:
• A summary of the complaint from the complainant’s perspective.
• Details of evidence reviewed (e.g., records, statements).
• Clear, concise findings and a conclusion (upheld, partially upheld, or not upheld).
• Any remedial actions or lessons learned, including Duty of Candour actions (e.g., apologies, care plan updates).
• A sincere apology if shortcomings are identified.
• Information on escalation options, including Ombudsman contact details.
• A signature from Amanda Lord or the delegated investigator.
Responses are shared with relevant professionals (e.g., commissioners) with consent, in accessible formats, and logged in the complaints database. The complaint is closed upon confirmation of satisfaction, with support offered for escalation if needed.
Complaints Log
A secure, centralized complaints database records:
• Complaint reference number, complainant details (if not anonymous), and receipt date.
• Nature, severity, and category (e.g., care quality, staff conduct).
• Investigation details, updates, outcomes, and actions taken.
• Duty of Candour notifications and actions.
• Dates of acknowledgements, updates, and resolution.
Telephone complaints are logged with date, time, and details, followed by written confirmation. Records are stored in Service Users’ care files (where applicable) and retained for 3 years unless safeguarding or legal requirements extend this. Safeguarding-related complaints trigger local authority and CQC notifications. Anonymised data is shared for learning during staff meetings and quality audits.
Updating Service Users and Professionals
• Service Users: Receive initial acknowledgement within 5 working days, progress updates every 10 working days, and a final response within 25 working days. Updates are provided in preferred formats (e.g., email, large print) and include clear, jargon-free explanations of progress, actions taken, and next steps. For Duty of Candour cases, updates detail incident facts, apologies, and remedies, ensuring transparency.
• Professionals: Relevant professionals (e.g., social workers, commissioners) are informed of complaints involving their Service Users, with consent, using the complaint reference number. They receive copies of acknowledgements, progress updates, and outcomes via secure email or post, ensuring collaborative resolution and compliance with GDPR.
Honesty and Openness
Omnia Support Ltd upholds a culture of honesty and openness, particularly through the Duty of Candour. When complaints reveal errors or harm, we:
• Acknowledge mistakes promptly and transparently.
• Provide truthful, accessible explanations to Service Users and families.
• Offer sincere apologies without delay.
• Implement corrective actions (e.g., staff retraining, policy updates) and communicate these to complainants.
• Document all steps in the complaints log for accountability.
This approach builds trust, ensures accountability, and aligns with CQC expectations for transparent care.
Unresolved Complaints
If complainants remain dissatisfied, they are supported to escalate concerns to:
Care Quality Commission
Website: www.cqc.org.uk
Email: enquiries@cqc.org.uk
Address: Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Tel: 03000 616161
Local Government and Social Care Ombudsman (for local authority-funded or self-funded care)
PO Box 4771, Coventry, CV4 0EH
Tel: 0300 061 0614
Email: advice@lgo.org.uk
Website: https://www.lgo.org.uk/
Complaint Form: https://www.lgo.org.uk/complaint-form
Parliamentary and Health Service Ombudsman (for NHS-funded care)
Millbank Tower, Millbank, London, SW1P 4QP
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Clinical Commissioning Groups
Details: http://www.england.nhs.uk/ccg-details/#ccg-e
Birmingham City Council
Adults Contact Centre, Tel: 0121 303 1234
Email: CSAdultSocialCare@birmingham.gov.uk
Solihull Council Adult Services
Children’s and Adults Complaints Team, The Council House, Manor Square, Solihull, B91 3QB
Tel: 0121 704 8000
Email: candacomplaints@solihull.gov.uk
CHC Continuing Healthcare
NHS England West Midlands, contact local ICB (e.g., Black Country ICB for West Bromwich area)
Regional: Tel: 0113 825 3232
Email: england.irpwestmids.nhse@nhs.net
Local: Via Birmingham and Solihull ICB, Tel: 0121 203 3300
ACAP (Adult and Community Access Point)
Tel: 0121 303 1234
Email: ACAP@birmingham.gov.uk
Adult Out of Hours Home Care Service
Tel: 0121 464 5001 / 0121 303 1234
Advocacy Matters
Tel: 0121 321 2377
Website: https://advocacymatters.org.uk/
(Offers advocacy for Care Act, end-of-life, stroke, neurological conditions, domestic violence, HIV, learning disabilities, autism, dementia, and mental health in Birmingham/Solihull.)
Omnia Support Ltd cooperates fully with external bodies, providing requested information within agreed timescales.
Professional Bodies
Complaints involving serious misconduct by healthcare professionals are escalated to relevant bodies (e.g., Nursing and Midwifery Council, Health and Care Professions Council) in consultation with the Registered Manager, ensuring regulatory compliance.
Compliments
Compliments are shared with staff, displayed publicly (anonymised or with consent), logged in the quality assurance system, and discussed in staff and Service User meetings to celebrate success and reinforce positive practices.
Suggestions
Suggestions are recorded in the complaints database, evaluated for feasibility, and actioned where appropriate. Outcomes are communicated to the proposer (if known) and staff, ensuring transparency. Staff are encouraged to share suggestions from Service Users, families, or stakeholders to drive continuous improvement.
Audit and Evaluation
We conduct quarterly audits of complaints, suggestions, and compliments to identify trends, assess resolution effectiveness, and improve service quality. The Complaints Policy is reviewed annually or when regulatory changes occur to ensure ongoing compliance and effectiveness. Audits include:
• Number, nature, and outcomes of complaints.
• Compliance with Duty of Candour and regulatory reporting.
• Timeliness of acknowledgements, updates, and resolutions.
• Effectiveness of remedial actions and learning implementation.
Findings are shared with staff during training and team meetings, anonymized to protect confidentiality. Audit reports are reviewed by management and shared with commissioners as required, ensuring continuous improvement.
Anonymous Complaints
Anonymous complaints are assigned a unique reference number, investigated thoroughly, and logged in the complaints database. Corrective actions are implemented and recorded, ensuring accountability even without complainant details.
One Complaint, One Response
For complaints involving multiple organizations, Omnia Support Ltd coordinates with relevant parties to conduct a joint investigation and provide a single, cohesive response, reducing the burden on Service Users. If Omnia Support is not responsible, we share concerns with the correct organization (with consent) or provide their contact details, adhering to LGO guidance: https://www.lgo.org.uk/adult-social-care/adult-social-care-resources.
Resolution Efforts
Mrs Amanda Lord strives to resolve complaints internally through open dialogue and prompt action. We support Service Users in raising complaints by:
• Providing accessible complaint forms and guides in multiple formats (e.g., large print, audio, translated versions) within homecare folders.
• Offering assistance in drafting complaints, including support from staff or referrals to Advocacy Matters.
• Explaining the complaints process clearly, including external escalation options.
• Arranging advocacy support for those with communication or capacity challenges.
If Service Users prefer external routes, staff sensitively explore reasons to address concerns, while fully respecting their decision. We facilitate access to commissioners, advocates, or external bodies, providing contact details and guidance. Citizens Advice guidance is signposted: https://www.citizensadvice.org.uk/health/nhs-and-social-.
Key Facts – Professionals
• All staff are responsible for receiving, logging, and escalating feedback, promoting transparency, and adhering to Duty of Candour.
• Staff contribute to quality improvements through feedback analysis, with compliments celebrated and support provided during investigations.
• Feedback must be escalated to line managers promptly, using reference numbers, to ensure accountability and drive positive change.
• Honesty and openness are paramount, particularly in acknowledging errors and implementing corrective actions.
Next Review Date: July 2026
