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Concerns and complaints

In this section

  1. 1
    Introduction
  2. 2
    About this policy
  3. 3
    Who this policy applies to
  4. 4
    Royal Pharmaceutical Society principles
  5. 5
    Person Centred Care and Mental Capacity
  6. 6
    Duty of care in GSL arrangements
  7. 7
    Carer training, competency and general conditions which apply to medication administration in GSL arrangements
  8. 8
    Medications that trained and competent carers may administer
  9. 9
    Ensuring that people have an adequate supply of medication
  10. 10
    Storing medication
  11. 11
    Administering medication
  12. 12
    Medication records
  13. 13
    Disposing of medication
  14. 14
    Continuity of care when someone is on a short visit away from home or moves between carers
  1. 15
    Side effects / adverse reactions
  2. 16
    Medication errors
  3. 17
    Monitoring medication support arrangements / quality assurance
  4. 18
    Concerns and complaints
  5. 19
    Emergency preparedness
  6. 20
    Implementation
  7. 21
    Review
  8. 22
    Policy Details
  9. 23
    Appendix 1 - Definitions
  10. 24
    Appendix 2 - What must be recorded on the MAR
  11. 25
    Appendix 3 - Staff guidance and procedures for over the counter products for general use
  12. 26
    Appendix 4 -As Required “PRN” Medication Guidance
  13. 27
    Appendix 5 - PRN Medication Administration Record (MAR) - In conjunction with PRN protocol Gloucestershire Shared Lives

18.1

Every person using GSL either as a person with care need, or a carer, has a right to share concerns and complaints. The process is different, for individuals and carers:  

Individuals using GSL services

18.2

In the first instance, people using GSL should report any concerns or complaints to their GSL officer/another member of the GSL team. 
18.3

If the person is not satisfied with the response, they can then make a complaint to the GSL Registered Manager if the concern is about GSL. 
18.4

If this does not resolve the concern, the individual can make a complaint through the complaints and feedback procedure. Where the complaints procedure has been exhausted and the person is not satisfied with the response, they have the right to ask CQC to review their complaint. 
Council complaints team details

You can contact the council's complaint team:

 

CQC details

You can contact CQC:

 

18.5

GSL carers can support the individual raising in raising their concerns through the above process. GSL carers can raise their own concerns following a separate process for raising concerns themselves (see 18.7).  
18.6

When carers support the person with their complaint, the GSL officer/manager should confirm, where possible, that the person is happy for this to happen, and that the complaint submitted reflects their views. Data Protection legislation affects what data we can share. Before responding to such complaints, we therefore require evidence that the other person's / people's permission has been given for us to discuss their confidential information. Once this evidence has been provided, we will treat the feedback in the same way we would if it had come from the other person directly. 

GSL carers

18.7

In the first instance, GSL carers should report any concerns or complaints to their GSL officer/another member of the GSL team. 
18.8

 If the GSL carer is not satisfied with the response, they can then make a complaint to the GSL Registered Manager if the concern is about GSL using the escalation form provided by GSL.  
18.9

If this does not resolve the concerns, GSL will provide carers the most appropriate escalation organisation contact details. 
Last reviewed:
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