Hayfield Ltd Charity No. SC00436
 

Complaints Procedure.

Hayfield have a policy of endeavoring to resolve problems before they develop into complaints and are committed to promoting and upholding the dignity, privacy, choice, independence, rights and personal fulfillment of all service users in their care.  In normal daily activity, things happen that annoy all of us and these can hopefully be resolved by talking calmly to the person with whom you are annoyed or a senior member of staff.  However, should a complaint arise affecting you, then you will be supported and encouraged to express a formal complaint within Hayfield's Complaints procedure.  Additionally, you may choose anyone to assist you.

Stage 1.

You should first express your complaint to the Departmental Depute Manager. This will be responded to as quickly as possible, but they will aim to solve the problem, at the latest, within fourteen days of your formal complaint. They will do this by discussing with you what may have gone wrong and they will try to put matters right. You may express the complaint in any communication method you prefer and the Depute Manager (or yourself  if you prefer) will record this in a written format that all parties agree is correct. (In the event of a dispute about content accuracy, or at any stage you wish, an independent interpreter may be arranged). You will be kept informed of any action that is taken. We aim to resolve the majority of problems at this stage, but if you are not satisfied with the outcome you have the right to go on to the next stage.  

Stage 2.

If you are not satisfied with the outcome of the first stage, the second stage is to report the matter to the Departmental Manager.   We aim to complete this stage in a similar time scale to stage one, but depending on the nature of the complaint, this may take longer.  As with the first stage, you will be informed of progress, the outcome of the investigation and any action that has been taken to resolve the complaint.  If you are not satisfied with the outcome at this stage, you have the right to go on to the third stage.

Stage 3.

If you remain dissatisfied after following the first two stages, you may complain to:

The Locality Manager, The Scottish Commission for the Regulation of Care, 

The Piazza, Smithhill Street,  Paisley.  PA1 1EB.

Service users should be aware, that they may contact the Care Commission at any time, and do not necessarily need to follow stages 1 and 2 before making contact with the commission.

June 2005