The research into complaints investigation in residential care and dually registered homes for older people in Gloucestershire
Cardiff Metropolitan University
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It is presumed complaints' procedures in care homes maintain acceptable standards and inspection builds in quality; but this may not meet user expectations. Complainants in nursing and dually registered homes are able to approach their Health Authority; residential clients have access to complaint procedures available in the Residential Care Homes Regulations 1984. Residents funded by local Authorities can access their authority's customer relation officer. Whatever option is used, the process might be daunting for users. With this in mind, the research attempted to gain broader views of complaints' practices from a sample of inspection units across England, Wales and in the researcher's authority. Providers from residential and dually registered homes and a group of relatives in the researcher's authority were contacted. Questionnaires assessed if providers and inspection units share complaint procedures and if users and relatives had input to complaint processes. Findings in questionnaires and interviews showed relatives had difficulties using systems in the homes or locating where the inspection unit was in the researcher's authority. It seemed complaints were viewed, as points of crisis not routes for problem solving, The research is limited, as it does not address direct concerns from residents due to their frailty, vulnerability and lack of complaints from them over the two-year period used for this research. h did not involve views from carers, particular ethnic groups or privately funded residents. However, the project might encourage further research in these areas to develop better understanding for users in care homes when they complain.
MSc (Econ) Quality Assurance & Inspection
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