Handling complaints about services delivered within Bath & North East Somerset by Independent Sector Providers of Registered Care:  an inter-agency protocol

INDEX

1. BACKGROUND 

2. CONTEXT OF THIS PROTOCOL                                       

3. DISTRIBUTION OF THIS PROTOCOL          

4. REVIEW OF THIS PROTOCOL                                

5. THE PROCESS OF INVESTIGATION                     

5.1 BY CSCI
5.2 BY SOCIAL SERVICES
5.3 BY THE PCT
5.4 JOINT/MULTIAGENCY INVESTIGATION

6. MONITORING OF COMPLAINTS     

 For the AUTHORISATION OF THIS PROTOCOL  please see the attached document

also contained in the attached document is the following:                  

• APPENDIX A:     
  diagrammatic representation of complaints
  information-sharing and investigation
• APPENDIX B:  
  Flowchart representation of process
• APPENDIX C:      
  The legal framework for complaints procedures for registered care providers