Carer Complaints & Concerns Procedure

1. Purpose

Live In Care Partners welcomes feedback and wants carers to feel able to raise concerns openly and appropriately.

This procedure explains how carers can raise a complaint or concern about Live In Care Partners, an introduction, a client or an issue connected with an introduced placement.

We will deal with concerns fairly, respectfully and, where possible, promptly.

2. What Can a Carer Raise?

A carer can raise a concern about:

• The service provided by Live In Care Partners
• The application, vetting or introduction process
• Information provided about a client or proposed placement
• The behaviour of a client or family member
• Safety or safeguarding concerns
• Discrimination, harassment or inappropriate behaviour
• A concern about another introduced carer
• Any matter that may affect the safety or suitability of an introduction

3. How to Raise a Concern

Concerns can be raised verbally or in writing, via our Contact page or by phone.

Where possible, provide:

• What has happened
• When and where it happened
• Who was involved
• Any action already taken
• What you would like us to consider

A carer should raise a concern as soon as reasonably possible rather than allowing a serious issue to continue.

4. Urgent Concerns

Complaints procedures should not be used to delay action where someone may be at risk.

Safeguarding concerns should be reported in accordance with the Carer Safeguarding & Reporting Procedure and, where appropriate, to the relevant Local Authority Safeguarding Adults team or police.

5. Concerns About a Client or Family

Live In Care Partners does not manage the ongoing relationship between a client and carer.

Where a concern is a disagreement about the day-to-day arrangement, the carer and client/family should normally try to discuss and resolve the matter directly where it is safe and appropriate.

A carer should contact Live In Care Partners where the concern involves:

• Safeguarding
• Serious safety concerns
• Abuse, neglect or exploitation
• Threatening or inappropriate behaviour
• Discrimination or harassment
• Information that may affect the suitability of the introduction
• A concern about the Live In Care Partners service

6. Concerns About Another Carer

If a carer has a concern about another carer introduced through Live In Care Partners, this should be raised promptly.

The information will be considered within the limits of our role as an introductory agency.

Where appropriate, this may affect whether further introductions are made to the carer concerned.

Serious safeguarding concerns may be referred to the appropriate authority.

7. How We Handle Complaints About Our Service

When a complaint relates to Live In Care Partners, we will:

• Acknowledge the complaint
• Clarify the concerns being raised
• Review relevant information and records
• Speak with those involved where appropriate
• Consider what action is reasonably within our role
• Provide an appropriate response or outcome

We will aim to handle complaints fairly and without unnecessary delay.

8. Confidentiality

Information relating to a complaint will be treated confidentially.

Information will only be shared where necessary to investigate or respond to the concern, protect someone from harm, or meet a legal or safeguarding requirement.

9. No Unfair Treatment

Carers will not be treated unfairly simply because they have raised a genuine complaint or concern.

Concerns will be considered objectively and respectfully.

This does not prevent Live In Care Partners from taking appropriate action where a complaint itself identifies genuine concerns about a carer's suitability or conduct.

10. Outcome

Where a complaint relates to Live In Care Partners, we will explain the outcome and any action taken where appropriate.

Where a matter falls outside our role as an introductory agency, we will explain this and, where possible, identify the appropriate person or organisation to contact.

11. Learning and Improvement

Complaints and feedback may be reviewed to identify improvements to:

• Our enquiry process
• Carer vetting
• Client and carer matching
• Introductions
• Communication
• Our policies and procedures

Personal information will continue to be handled in accordance with our Data Protection & Confidentiality Policy.