EASIER COMPLAINTS PROCESS

THE Care Inspectorate is launching a consultation into how it deals with complaints.

The watchdog is to seek the views of residents and families on how it handles gripes from people who feel care levels have been unacceptable.

It is hoped the step will make the process easier and more supportive.

The end result ties-in with The Sunday Post’s aim of securing improved standards of care in homes.

Annette Bruton, chief executive of the Care Inspectorate, said: “Our aim is to work with registered care services to help get it right first time with a focus on resolving complaints at the frontline wherever possible.

“This consultation asks people to answer some questions about the way complaints are handled.

“We hope we can better tailor the process to suit their needs.”

The announcement comes after The Sunday Post revealed complaints against care homes rose by a huge 17% last year.

The watchdog received 3,788 complaints in the 12 months to March, up from 3,237 the previous year.

Of the 1,813 fully dealt with last year, the largest number – 856 – concerned care homes.

As part of the consultation, the watchdog is considering a new “frontline resolution” approach to complaints.

It argues the move could lead to quick and early resolution of less serious issues without entering into a full-scale investigation.