Attached below is the updated Concerns and Complaints procedure.

This has been effective from 1st November 2017.

Listed below are the changes that were made -
- Our definition of complaint has changed to ensure it is about care and support.
- We have introduced a triage team of inspectors who contact complainants within 48 hours to listen to their concern, risk assess the complaint and identify the best method to resolve the concern.
- There are different methods of resolving complaints - this includes noting some complaints as intelligence, frontline resolution of the complaint with the complained against and provider resolution where we refer the complaint to the service to resolve. Complaints assessed as high risk will be investigated by the Care Inspectorate.
- We have introduced a post investigation review process - both the complainant and the complained against will be able to ask for a post investigation review of the complaint outcome.

If you have any queries relating to this please do not hesitate to ask a member of staff or contact the Care Inspectorate directly.

Kind Regards

Fun Lodge