London Borough of Enfield Fostering Service
|
|
- Arnold Simmons
- 7 years ago
- Views:
Transcription
1 London Borough of Enfield Fostering Service Comments, Compliments & Complaints Procedure May 2008
2 Contents Introduction 3 Foster carers complaints about the fostering service 3 Complaints about the service provided by foster carers 3 Allegations against foster carers about the welfare of a child in their care 3 Complaints about the service provided by Children Services to individual children 3 Appeals or representations about recommendations made by the Fostering Panel 4 Promoting Diversity 4 Comments and Compliments about the Fostering Service 5 Complaints about the Fostering Service 5 Informal stage 5 Formal stage 6 Investigation 6 Mediation 6 Review stage 7 What happens after the complaint is resolved? 7 Enfield Fostering Service Complaints Procedure 8 Comments, Compliments & Complaints Procedure 2
3 Introduction It is important that we hear people s views about our service and our standards. Therefore we want to hear their comments, compliments, and complaints. This will help us to know what we are doing well and what we need to improve. This procedure deals with: Foster Carers complaints about the fostering service Enfield foster carers and foster care applicants are able to use this complaints procedure to complain about matters related to their experiences of the foster care recruitment process, training courses, the assessment process, approval process, annual reviews and general issues related to the fostering service. Complaints about the service provided by foster carers Children or someone who is involved in their lives may want to make a complaint about the service being provided by a foster carer. This procedure does not deal with: Allegations against foster carers about the welfare of a child in their care This includes allegations of physical, sexual or emotional abuse or neglect. Such allegations are dealt with through established child protection procedures. Where an allegation has been made against a foster carer, the fostering panel does not have a role in the child protection investigation but the panel must consider the outcome of the investigation and make recommendations related to the standards of care provided by the foster carer concerned. The panel may make recommendations related to, for example, further training, counselling, additional support, suspension or termination of approval. Complaints about the service provided by Children Services to individual children These complaints are dealt with through the statutory Social Services complaint procedure. Comments, Compliments & Complaints Procedure 3
4 Appeals or representations about recommendations made by the Fostering Panel Separate arrangements exist for appeals against the recommendations of the Fostering Panel concerning the approval of foster carers, the annual review of their approval, or the termination of their approval and details are given to all applicants or foster carers when they attend the panel meeting. For a copy of these procedures please contact Enfield Fostering Service. Promoting Diversity It is important that we ensure that everyone has the opportunity to access our complaint procedure so we must ensure that information about it is distributed widely. To achieve this we will: Produce a public information leaflet about the fostering complaint procedure. As with all public information this leaflet can be translated into a range of community languages. Include the public information leaflet about the fostering service complaint procedure in the information pack sent to all enquirers requesting information about fostering. Provide all foster carers with a copy of the fostering complaints public information leaflet. Check that all foster carers have an up to date copy of the fostering complaints public information leaflet at each annual review meeting. Distribute the fostering complaint public information leaflet at all information points across the Borough. Provide prospective foster carers with a copy of the fostering complaint public information leaflet at the end of their assessment and prior to attending the fostering panel meeting where their application is being heard. Comments, Compliments & Complaints Procedure 4
5 Comments and Compliments about the Fostering Service Sometimes, people want to: Comment, perhaps to raise a concern or make a suggestion about how we could improve our fostering services; Compliment, perhaps to highlight good practice in a particular area of the fostering service, or a particularly good piece of work by a member of staff. All staff should record comments and compliments and pass them to the Fostering Team Manager who will monitor them and feed them into our service planning processes. Comments or compliments can also be made direct to the fostering manager in writing, by telephone or in person. Complaints about the Fostering Service We understand that making a comment may not be enough and people may want to take things further through our complaints procedure. The procedure has three stages. Most complaints enter the procedure at the first, informal stage, though more serious complaints can enter the procedure at the later, formal stage. Informal Stage Any member of staff receiving a complaint should collect details and record all complaints on Form C1. This form is to be passed to the Manager of the Fostering Service. Where action can be taken to quickly and simply resolve the complaint, this should be undertaken without delay and the action taken recorded clearly on form C1. The Fostering Manager will complete complaint Form C2 for monitoring complaints. The Fostering Manager will respond to the complainant with a letter of acknowledgement within two days, confirming what action has been taken, or what action will be taken, to address the complaint. Where the complaint has been resolved already, the letter must include details of the next stage of the complaint procedure. The Fostering Manager will complete Form C3 to notify the Supervising Social Worker of the complaint and request details or action with timescales as appropriate. The Supervising Social Worker, on receipt of Form C3, will record brief detail on the foster carer s file (Form C4) and follow any action and deadlines detailed on Form C3. The Supervising Social Worker will return any information requested by the Fostering Manager by the deadline given. Comments, Compliments & Complaints Procedure 5
6 The Fostering Manager will review the actions taken and information provided and respond to the complaint in writing (or in person followed up in writing) within 15 days. This letter must include details of how to proceed to the next stage of the complaint procedure. The Fostering Manager will record the resolution on Forms C2 and C3. The Fostering Manager will pass copies of forms/reports to the Supervising Social Worker. The Supervising Social Worker will complete entry on Form C4 on the foster carer s file and file reports in Section 8 of the foster carers' file. Formal Stage Where the complainant is unhappy with the response to their complaint at the informal stage they should be asked to outline their reasons, in writing, to the Fostering Manager within 28 days. They must state why they remain dissatisfied and what outcome they were hoping for. On receipt of the reasons in writing, the Fostering Manager will discuss further action with the Complaints Officer. At this stage of the procedure, there are 2 ways in which we might deal with complaints: Investigation The purpose of an investigation is to review and evaluate the events that led up to the complaint and to recommend a way forward for the complainant and the fostering service. After the matter has been investigated, there will then be a meeting with the foster carer/applicant to discuss and resolve the matter. Mediation Mediation means someone not involved in your complaint assisting both parties to discuss the circumstances that lead to the problem and trying to reach an agreed resolution. The Fostering Manager will inform the complainant in writing of the proposal for considering the complaint and timescales for response. Following investigation or mediation of the complaint, the Fostering Manager will communicate the outcome to the complainant in writing. This letter must include details of how to proceed to the next stage of the complaint procedure. The Fostering Manager will provide the Supervising Social Worker with details of the complaint and outcome for Section 8 of foster carer s file. Comments, Compliments & Complaints Procedure 6
7 Review Stage Where a complainant is unhappy with the resolution at the formal stage, they will be asked to detail this in writing to the Fostering Manager within 14 days. They must state why they remain dissatisfied and what outcome they were hoping for. The Fostering Manager will ask the Fostering Panel to review the complaint and response made at the informal and formal stages, within 28 days. The Fostering Panel will make a recommendation to the Head of Service for Children Looked After or Assistant Director of Children's Services. The Head of Service/Assistant Director will respond to the complainant within 28 days. What happens after the complaint is resolved? We recognise how important it is for any lessons learned from complaints to be used to improve the services we provide. To ensure that this happens: The Complaints Officer and Head of Service will evaluate the issues arising from the complaint and make recommendations for service improvement; A detailed record of all complaints, lessons learned and recommendations will be brought to the attention of the foster care panel and discussed at the next available panel meeting; The Fostering Panel will ensure that recommendations arising from the complaint are implemented and monitored. Revised May 2008 P Stacey Comments, Compliments & Complaints Procedure 7
8 Enfield Fostering Service Complaints Procedure Informal Stage Complaint information provided to prospective and existing foster carers and across all service areas Complaint received and recorded on Form C1. Action taken to resolve the complaint taken if appropriate Pass Form C1 to Fostering Manager Form C3 passed to Supervising Social Worker Fostering Manager completes Form C2 and C3 Fostering Manager acknowledges receipt of complaint to complainant in writing Form C2 on manager complaints monitoring file Supervising Social Worker completes Form C4 on foster carer file and takes action indicated on Form C3 Report back to Fostering Manager Fostering Manager responds in writing to complainant and completes Form C2 and C3. Copies to supervising Social Worker for file. Formal Stage Complainant resolution communicated to complainant in person/in writing Fostering manager consults Complaints Officer and takes action Complainant provides reason in writing if unhappy with resolution to Fostering Manager Review Stage If dissatisfied, complainant provides reasons in writing and requests formal stage Fostering Manager asks Fostering Panel to make recommendations regarding resolution to HS or AD HS/AD responds in writing to complaint Comments, Compliments & Complaints Procedure 8
DISPUTE RESOLUTION GRIEVANCE PROCEDURE FOR TEACHING & SUPPORT STAFF IN SCHOOLS
DISPUTE RESOLUTION GRIEVANCE PROCEDURE FOR TEACHING & SUPPORT STAFF IN SCHOOLS PLEASE NOTE: This document replaces the previous Grievance and Dignity at Work Policies and Procedures. 1. INTRODUCTION It
More informationNEWPORT CITY COUNCIL FOSTERING SERVICE STATEMENT OF PURPOSE. January 2016 1
NEWPORT CITY COUNCIL FOSTERING SERVICE STATEMENT OF PURPOSE January 2016 1 Introduction to the Fostering Service Statement of Purpose This statement has been produced in accordance with the Fostering Services
More informationFOSTERING SERVICE STATEMENT OF PURPOSE 2012
MAKE MIDDLESBROUGH FOSTERING YOUR COUNCIL FUTURE FOSTERING SERVICE STATEMENT OF PURPOSE 2012 AN INTRODUCTION TO FOSTERING WITH MIDDLESBROUGH SOCIAL SERVICES Issued in Feb 2012 by Middlesbrough Fostering
More informationChildren, Families & Education Directorate. Children s Social Services in Kent
Children, Families & Education Directorate Children s Social Services in Kent Photographs courtesy of www.johnbirdsall.co.uk Both the government s Every Child Matters framework and the Children Act 2004
More informationTHE SOCIAL SERVICES COMPLAINTS AND REPRESENTATIONS PROCEDURE. A Guide For Service Users, Their Families and Carers
THE SOCIAL SERVICES COMPLAINTS AND REPRESENTATIONS PROCEDURE A Guide For Service Users, Their Families and Carers This procedure is based in accordance with: The Social Services Complaints Procedure (Wales)
More informationDerby City Council Adoption Service Statement of Purpose
Derby City Council Adoption Service Statement of Purpose Derby City Council Adoption Service places children and their needs at the centre of its activity. The welfare and safety of children is of paramount
More informationA step-by-step guide to making a complaint about health and social care
A step-by-step guide to making a complaint about health and social care www.healthwatchhampshire.co.uk Step by step Page 3 Are you concerned about something that is happening now? Do you need to make a
More informationSTATE HOSPITAL QUALITY PROCEDURES MANUAL
APPROVED BY: PAGE: Page 1 of 8 1.0 Purpose To define a complaints procedure which is as transparent, fair and impartial as possible to all users and providers of the services undertaken by the State Hospital.
More informationComplaints Policy. Complaints Policy. Page 1
Complaints Policy Page 1 Complaints Policy Policy ref no: CCG 006/14 Author (inc job Kat Tucker Complaints & FOI Manager title) Date Approved 25 November 2014 Approved by CCG Governing Body Date of next
More informationBirkbeck, University of London. Student Complaints Policy and Procedure
Birkbeck, University of London Student Complaints Policy and Procedure Introduction 1. Birkbeck College is committed to giving to you the best student experience possible. However, there may be times when
More informationGrievance Policy. 1. Policy Statement
Grievance Policy 1. Policy Statement The University is keen to provide a positive and supportive working environment for all of its employees, and as such will take every step to resolve issues in the
More informationStatement of Purpose. Child Protection/Safeguarding Service
Statement of Purpose Child Protection/Safeguarding Service 1. What we do Child Protection/Safeguarding is part of the South Eastern HSC Trust s Children s Services which provides services to ensure the
More informationChild Protection Procedures and Enquiries. Information for Parents and Carers
South Gloucestershire Safeguarding Children Board (SGSCB) Child Protection Procedures and Enquiries Information for Parents and Carers If you need this information in another format or language please
More informationComplaints and Compensation Policy
Complaints and Compensation Policy 1. Principles 2. Aims 3. Methods 4. Statutory and contractual rights to compensation 5. Statutory and regulatory requirements 6. Performance monitoring 7. Review 8. Date
More informationCONWY COUNTY BOROUGH COUNCIL FOSTERING SERVICE STATEMENT OF PURPOSE
CONWY COUNTY BOROUGH COUNCIL FOSTERING SERVICE STATEMENT OF PURPOSE 5 th January 2015 Statement of Purpose Introduction Conwy County Borough Council This statement of purpose has been developed in accordance
More informationDISCIPLINARY POLICY AND PROCEDURE
DISCIPLINARY POLICY AND PROCEDURE Date of Publication: April 2013 Agreed by: Vice Chancellor s Executive March 2013 Page 1 of 13 Policy 1.0 Introduction The purpose of the disciplinary policy and procedure
More informationYour health, your rights Feedback and complaints: how to have a say about your care and have any concerns and complaints dealt with
Your health, your rights Feedback : how to have a say about your care and have any concerns and complaints dealt with Who is this factsheet for and what is it about? This factsheet is for anyone who uses
More informationFamily law a guide for legal consumers
Family law a guide for legal consumers Image Credit - Jim Harper A relationship breakdown is a difficult time for anyone. It is one of the most stressful experiences in life. Where you have to involve
More informationComplaints. How to raise your concerns
Complaints How to raise your concerns Raising your Concerns RNOH NHS Trust staff will do whatever they can to make sure you get quick, proper and fair treatment. However, sometimes things can go wrong
More informationCOMMENTS, COMPLAINTS AND COMPLIMENTS POLICY
COMMENTS, COMPLAINTS AND COMPLIMENTS POLICY DOCUMENT STATUS SCOPE Unclassified This policy sets out Genesis Housing Association's approach to managing complaints from customers. This policy does not cover
More informationSTATEMENT OF PURPOSE LOCAL AUTHORITY PRIVATE FOSTERING
STATEMENT OF PURPOSE LOCAL AUTHORITY PRIVATE FOSTERING Children Young People & Families May 2013 Page 1 of 10 STATEMENT OF PURPOSE BIRMINGHAM CHILDREN, YOUNG PEOPLE & FAMILIES DIRECTORATE PRIVATE FOSTERING
More informationAdoption Services Statement of Purpose City of York Council September 2015
Adoption Services Statement of Purpose City of York Council September 2015 Contents Aims and objectives of the service:... 2 Facilities and services... 3 Recruitment policy... 4 Eligibility criteria...
More informationHow do I complain about the service I get from the Child Support Agency? Information and guidance
How do I complain about the service I get from the Child Support Agency? Information and guidance What is this leaflet about? This leaflet explains how you can make a complaint about the service you have
More informationDurham County Council Adoption Service. Statement of Purpose 2015/16
Durham County Council Adoption Service Statement of Purpose 2015/16 CONTENTS Introduction 3 Adoption Services 8 Recruitment and assessment of adopters 12 Adoption Panels 15 Numbers of adopters, children
More informationLONDON BOROUGH OF EALING ADOPTION SERVICE STATEMENT OF PURPOSE 2014-2015
LONDON BOROUGH OF EALING ADOPTION SERVICE STATEMENT OF PURPOSE 2014-2015 Carolyn Fair May 2011 Updated February 2014 1 Introduction 1.1 The London Borough of Ealing, through the power delegated to the
More informationRaising Concerns or Complaints about NHS services
Raising Concerns or Complaints about NHS services Raising concerns and complaints A step by step guide Raising concerns and complaints Questions to ask yourself: 1. What am I concerned or dissatisfied
More informationSocial Services Department. Children and Families Services. Child Protection. a guide for adults. A Conwy Publication
Social Services Department Children and Families Services Child Protection a guide for adults A Conwy Publication Child Protection This leaflet is about protecting children and keeping them safe from harm
More informationHow To Deal With Abuse In A School
Guidance for schools on dealing with Allegations of abuse against Staff and Volunteers Guidance for schools on dealing with Allegations of abuse against Staff and Volunteers 2 CONTENTS 1. Introduction
More informationConcerns, Complaints and Compliments
Concerns, Complaints and Compliments Exceptional healthcare, personally delivered Welcome to North Bristol NHS Trust North Bristol NHS Trust is the largest hospital trust in the South West of England,
More informationFor UCLan Cyprus. October 2015/16
For UCLan Cyprus October 2015/16 1 Making a complaint Introduction The University of Central Lancashire is committed to providing high quality education and other services to its students at the UCLan
More informationBournemouth Borough Council Children s Social Care. Private Fostering. Statement of Purpose 2015-2016
Bournemouth Borough Council Children s Social Care Private Fostering Statement of Purpose 2015-2016 The Children (Private Arrangements for Fostering) Regulations 2005 National Minimum Standards for Private
More informationRaising Concerns or Complaints about NHS services
Raising Concerns or Complaints about NHS services Contents Page 4 Introduction How to use this pack How can NHS Complaints Advocacy Help? Page 5 Raising concerns and complaints First Steps Step 1 - What
More informationRhondda Cynon Taff Adoption Agency. Statement of Purpose
Rhondda Cynon Taff Adoption Agency Statement of Purpose 2013 1 Adoption Service Statement of Purpose Contents 1. Mission Statement 2. Aims & Objectives 3. Principles and standards of care 4. Services Provided
More informationnationalcarestandards
nationalcarestandards dignity privacy choice safety realising potential equality and diversity SCOTTISH EXECUTIVE Making it work together nationalcarestandards dignity privacy choice safety realising potential
More informationCB7. Guide for separated parents: children and the family courts. Help with deciding what should happen with your children
CB7 Guide for separated parents: children and the family courts Deciding what should happen to your children when you and your partner have split up can be difficult. You might not be able to agree who
More informationHaringey Local Safeguarding Children Board. A Guide for Parents and Carers. The Child Protection Process
A Guide for Parents and Carers The Child Protection Process www.haringey.gov.uk A Guide for Parents and Carers Introduction This booklet has been written to give you more information about what happens
More informationDisciplinary Policy. If these actions do not provide a resolution, then the Formal Disciplinary Procedure set out in this document should be followed.
Disciplinary Policy 1. Policy Statement The University expects all employees to conduct themselves in an appropriate manner in their day to day work, including in their dealings with colleagues, students
More informationInformation guide. How to make a complaint
Information guide How to make a complaint How you can comment, compliment or complain about your treatment or service We are committed to providing you with the best service possible. We are always looking
More informationMain protocol PART 1 1.1 SCOPE
PART 1 Main protocol 1.1 SCOPE 1.1.1 This chapter details those overarching matters family lawyers must consider in order to promote their clients best interests. The subsequent chapters provide a wealth
More informationLondon School of Economics and Political Science. Disciplinary Procedure for Students
London School of Economics and Political Science Purpose of this Procedure Disciplinary Procedure for Students 1. The School s Memorandum and Articles of Association set out its main objectives of education
More informationNHS LA COMPLAINTS POLICY
NHS LA COMPLAINTS POLICY Applies to: NHS LA employees, contractors and Non Executive Directors Date of Board Approval: May 2014 Review Date: May 2017 1 May 2014 1. Introduction The NHSLA is committed to
More informationH5PJ 04 (SCDHSC0045) Lead practice That Promotes the Safeguarding of Individuals
H5PJ 04 (SCDHSC0045) Lead practice That Promotes the Safeguarding of Individuals Overview This standard identifies the requirements associated with safeguarding which must permeate all your work with individuals.
More informationAdoption Service. Statement of Purpose
Adoption Service Statement of Purpose Local Authority Adoption Service Regulations and accompanying National Minimum Standards require all Adoption Services to have a Statement of Purpose. This document
More informationCustomer Service Policy. A Modern & Efficient Council: Improving Customer Service
Customer Service Policy A Modern & Efficient Council: Improving Customer Service Preface This policy consists of three parts: Part 1 Commitment to Customers The first part of this policy is designed for
More informationFostering Service Statement of Purpose
Directorate of Children, Education and Early Help Services Fostering Service Fostering Statement of Purpose Service Statement of Purpose 2016/17 2016/17 February 2016 Context Reading Borough Council s
More informationINTERNAL DISPUTE RESOLUTION PROCEDURE
1 INTERNAL DISPUTE RESOLUTION PROCEDURE Procedure for Resolving Disputes with the Trustees of Pace Introduction 1.1 PACE Trustees Ltd ( Pace Trustees ) is the Trustee of Pace and has set up the following
More informationPOLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS
Item 9 POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS Authorship: Chief Operating Officer Approved date: 20 September 2012 Approved Governing Body Review Date: April 2013 Equality Impact
More informationNHS Lancashire North CCG. Competition Dispute Resolution Policy and Process
NHS Lancashire North CCG Competition Dispute Resolution Policy and Process V1.4 Version No Amended by Date reviewed Date approved Next Date for Review 1.1 March 2009 March 2010 1.2 B Thomas 29.07.13 August
More informationLEICESTERSHIRE COUNTY COUNCIL PERMANENCE POLICY 2013
LEICESTERSHIRE COUNTY COUNCIL PERMANENCE POLICY 2013 1. PURPOSE 1.1 This Permanence Policy updates Leicestershire County Council s response to the requirement of the Children Act 1989 that local authorities
More informationPolicies, Procedures, Guidelines and Protocols
Policies, Procedures, Guidelines and Protocols Document Details Title Complaints and Compliments Policy Trust Ref No 1353-29025 Local Ref (optional) N/A Main points the document This policy and procedure
More informationThe Fostering Network 2006 Managing Allegations and Serious Concerns About Foster Carers Practice: a guide for fostering services.
1 foreword The role of foster carers is a unique and challenging one. They look after some of our most vulnerable children, 24 hours a day, and it is essential that they are properly supported. The way
More informationResolving problems and making a complaint about NHS care in Wales
Factsheet 66w January 2013 Resolving problems and making a complaint about NHS care in Wales About this factsheet This factsheet explains the approach to handling complaints about National Health Service
More informationSTATEMENT OF PURPOSE STATEMENT PURPOSE. This document and all contents copyright Foster Care Link 2013. Abuse of copyright may lead to prosecution.
STATEMENT OF August 2014 This document and all contents copyright Foster Care Link 2013. Abuse of copyright may lead to prosecution. 1 1. INTRODUCTION 1.1 Foster Care Link is an independent fostering agency
More informationSafeguarding Children Policy (Early Years Child Protection)
Safeguarding Children Policy (Early Years Child Protection) All parents and carers are asked to read this document carefully prior to a child being placed The purpose of this is to keep each child safe
More informationSt Ann Street Medical Practice. Weekend Telephone Triage Scheme Making a Complaint
St Ann Street Medical Practice Weekend Telephone Triage Scheme Making a Complaint Who can complain? Anyone who is receiving, or has received, NHS treatment or services can complain, as can anyone affected
More informationFeedback and complaints: how to have a say about your care and have any concerns and complaints dealt with
Your health, your rights Feedback and complaints: how to have a say about your care and have any concerns and complaints dealt with Why has this factsheet been produced? This factsheet is for anyone who
More informationInformation for Parents/ Carers on Free Early Education Entitlement. for 2, 3 and 4 year olds in Northumberland
Information for Parents/ Carers on Free Early Education Entitlement for 2, 3 and 4 year olds in Northumberland Introduction Research suggests that consistent high quality early years care and education
More informationInformation Sheet 9: Supervising your Staff
Shaw Trust Direct Payments Support Services Information Sheet 9: Supervising your Staff Sheet Outline: Conducting an Appraisal interview Discipline and Grievances Outcome: To increase awareness of the
More informationDevon County Council. Children & Young Peoples Services Directorate. Complaints & Representations Policy
Devon County Council Children & Young Peoples Services Directorate Complaints & Representations Policy Created April 2008-amended Sept 2009 1 Index 1. Introduction 2. Legislative Background and National
More informationClydebank Housing Association Ltd. Factoring Complaints Handling Procedure
Clydebank Housing Association Ltd. Factoring Complaints Handling Procedure Management Committee submission: 27 November 2012 Approved: 27 November 2012 Review date: November 2015 This policy can be made
More informationChildren and their families
A Guide to assessments for Children and their families Education, Children s Services & Libraries www.bracknell-forest.gov.uk If you would like a copy of this leaflet in Large print Braille audio tape
More informationPUBLIC LAW PROCEEDINGS GUIDE TO CASE MANAGEMENT: APRIL 2010
PRACTICE DIRECTION PART 12A PRACTICE DIRECTION 12A PUBLIC LAW PROCEEDINGS GUIDE TO CASE MANAGEMENT: APRIL 2010 Scope 1.1 This Practice Direction applies to care and supervision proceedings. In so far as
More informationFood Safety Enforcement Policy
Food Safety Enforcement Policy Food Safety Enforcement Policy Introduction As a statutory Food Authority this document sets out what businesses or other persons being regulated can expect from us in relation
More informationMODEL CHURCH POLICIES
MODEL CHURCH POLICIES Model Church Policies Policy for the Methodist Church 2010 Approved by the Methodist Conference 2010 The Methodist Church, Methodist Church House, 25 Marylebone Road, London NW1 5JR
More informationSUPPORT STAFF DISCIPLINARY AND DISMISSAL PROCEDURE
SUPPORT STAFF DISCIPLINARY AND DISMISSAL PROCEDURE SUPPORT STAFF DISCIPLINARY AND DISMISSAL PROCEDURE 1. INTRODUCTION 1.1 The Procedure has been established to help and encourage members of staff to achieve
More informationComplaints Policy and Procedure
Hinchingbrooke Health Care NHS Trust NHS Complaints Policy and Procedure Status: Draft Date: November 2004 1 Contents: 1 Introduction... 3 2 General Principles... 3 3 Local Resolution... 4 4 Healthcare
More informationSlough Children s Services Trust Independent Fostering Agency Statement of Purpose 2016-2017
Slough Children s Services Trust Independent Fostering Agency Statement of Purpose 2016-2017 Prepared by: Colin Bent and Jo Neale Practice Managers - Fostering Fostering Statement of Purpose 2016-2017
More informationCommunity Care Services Occupational Therapy
Community Care Services Occupational Therapy Background Adult Social Care Departments across the Country have a duty to work out the care needs of people who may benefit from Community Care Services. If
More informationComplaints and Compliments
Complaints and Compliments Patient Advice and Liaison Service (PALS) Comments, Compliments, & Complaints If you require this document in an alternative format, i.e easy read, large text, audio, braille
More informationContents. Section/Paragraph Description Page Number
- NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICA CLINICAL NON CLINICAL - CLINICAL CLINICAL Complaints Policy Incorporating Compliments, Comments,
More informationAbout the Department for Work and Pensions. Our service standards
About the Department for Work and Pensions Our service standards 2 About the Department for Work and Pensions Contents 3 Introduction 3 Disability and Carers Service 4 Jobcentre Plus 4 The Pension Service
More informationComplaints Policy. Policy Consultation & Review
Complaints Policy Author/ Edited By Jo Bolver Review Body Policy review sub-committee (interim) Approved By the Governing Body 18 th May 2015 Next Review Due 3 yearly May 2018 Policy Consultation & Review
More informationPOLICY & PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS / CONCERNS
TRUST-WIDE CLINICAL POLICY DOCUMENT POLICY & PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS / CONCERNS Policy Number: Scope of this Document: Recommending Committee: Appproving Committee: SA06 All Staff Mersey
More informationCity of Sydney Council. Petition Guidelines
City of Sydney Council Petition Guidelines The City of Sydney welcomes petitions as one way in which people can let us know their concerns. We set out below how Council will respond to petitions that are
More informationInformation for Complainants, Witnesses, Managers and Alleged Harassers on Cases of Bullying and Harassment
Information for Complainants, Witnesses, Managers and Alleged Harassers on Cases of Bullying and Harassment This information is also contained in the Dignity and Respect Brochure The following areas are
More informationTransport Regulations (Port Tariff,Complaint, Dispute Resolution and Planning)
Maritime Sector Transport Regulations (Port Tariff, Complaint, Dispute Resolution and Planning) Second Edition - October 2010 Transport Regulations (Port Tariff,Complaint, Dispute Resolution and Planning)
More informationCode of Practice means the Family Mediation Council s code of practice for family mediation.
Family Mediators Association ( FMA ) complaints and disciplinary procedure concerning clients interviewed by a mediator for a MIAM which term is defined below Purpose This procedure is intended to provide
More informationThinking about using a hidden camera or other equipment to monitor someone s care?
Thinking about using a hidden camera or other equipment to monitor someone s care? FEBRUARY 2015 We are the Care Quality Commission. Our job is to inspect health and social care services such as your local
More informationEffective complaint handling
This guide sets out key information for state sector agencies about developing and operating an effective complaints process. It also provides information about the Ombudsman s role, as an independent,
More informationCore Assessments. Information for Parents and Carers
Department for Children and Young People Core Assessments Information for Parents and Carers If you need this information in other languages, in large print, Braille or on audio tape, or any other help
More informationThe code: Standards of conduct, performance and ethics for nurses and midwives
The code: Standards of conduct, performance and ethics for nurses and midwives We are the nursing and midwifery regulator for England, Wales, Scotland, Northern Ireland and the Islands. We exist to safeguard
More informationSECTION 10 SUMMARY ORGANISED AND COMPLEX ABUSE
SECTION 10 SUMMARY ORGANISED AND COMPLEX ABUSE The following is a summary, with some updating, of Complex Child Abuse Investigations: Inter-Agency Issues, Department of Health & the Home Office (2002).
More informationPatient Experience Team (PET)
Patient Experience Team (PET) We are here to help with: Comments Concerns Compliments Complaints Information for patients This leaflet can be made available in other formats including large print, CD and
More informationSTAFF DISCIPLINE, CONDUCT AND GRIEVANCE PROCEDURE
STAFF DISCIPLINE, CONDUCT AND GRIEVANCE PROCEDURE 1. Introduction Disciplinary issues arise when problems of conduct or capability are identified by the employer and management seeks to address them through
More informationIL03: How to make a comment, complaint or compliment
April 2015 IL03: How to make a comment, complaint or compliment We welcome all your views. Comments We d like to hear from you if you have a suggestion on how we can improve our service. You can write
More informationGeneral Information. for people worried about child abuse
General Information for people worried about child abuse General Information for people worried about child abuse Introduction... 3 What is Child Abuse?... 3 What might make you concerned?... 4 What to
More informationHEADLANDS PRIMARY SCHOOL GRIEVANCE POLICY
HEADLANDS PRIMARY SCHOOL GRIEVANCE POLICY GRIEVANCE POLICY Persons Responsible: Headteacher, Personnel Governors. Review Date: May 2014 Distribution: Web Page: Governors and staff. www.headlandsprimary.co.uk
More informationJ.V. Industrial Companies, Ltd. Dispute Resolution Process. Introduction
J.V. Industrial Companies, Ltd. Dispute Resolution Process Companies proudly bearing the Zachry name have had the Dispute Resolution Process ( DR Process ) in place since April 15, 2002. It has proven
More informationGuide to healthcare complaints
Guide to healthcare complaints A guide to healthcare complaints The majority of patients have a positive experience of their NHS treatment. Where this is not the case there are a number of options open
More informationPolicy for delegating authority to foster carers. September 2013
Policy for delegating authority to foster carers September 2013 Purpose and scope of policy 1.1 Introduction Decision-making around the care of looked after children can be an area of conflict between
More informationPrivate Fostering Services
Private Fostering Services Statement of Purpose To be read in conjunction with the London Borough of Tower Hamlets Protocol on Private Fostering Arrangements. Updated April 2009 1 Introduction This document
More informationInformation about how to pay compliments, raise concerns or complain about services at Lancashire Teaching Hospitals NHS Foundation Trust
Information about how to pay compliments, raise concerns or complain about services at Lancashire Teaching Hospitals NHS Foundation Trust This leaflet provides practical information on how you can provide
More informationAppendix D. Adoption Service Statement of Purpose
Appendix D Adoption Service Statement of Purpose May 2013 Contents 1. Introduction 2. Principles and values 3. The Aims of the Agency 4. Objectives of the Agency 5. Recruiting, assessing and approving
More informationSOLIHULL METROPOLITAN BOROUGH COUNCIL FOSTERING SERVICES - STATEMENT OF PURPOSE 2015-2016
SOLIHULL METROPOLITAN BOROUGH COUNCIL FOSTERING SERVICES - STATEMENT OF PURPOSE 2015-2016 1. Introduction The National Minimum Standards and Regulations for Fostering Services issued by the Secretary of
More informationComplaints Handling Policy
North Derbyshire Clinical Commissioning Group Making it happen Complaints Handling Policy Document Information Document location : This document is only valid on the day it was printed. Authorship: This
More informationPACT Adoption Service Statement of Purpose 2015
PACT Adoption Service Statement of Purpose 2015 Author: Shirley Elliott Review by: SMT Version: 2 First issue date: 17/3/10 Review cycle: annual Last review date 09/03/2015 Related documents SOP Adoption
More information2015/16. Statement of Purpose
2015/16 Statement of Purpose This Statement of Purpose is provided to and made available to employees, carers, local authorities, children and young people in placement and to the general public via The
More informationHMRC s Reviews and Appeals 2013-14
HMRC s Reviews and Appeals 2013-14 Where customers disagree with a decision made by HM Revenue & Customs (HMRC), they can ask for a review, make an appeal to an independent tax tribunal, or take both actions.
More informationSUNBEAM FOSTERING AGENCY LIMITED
SUNBEAM FOSTERING AGENCY LIMITED STATEMENT OF PURPOSE HEAD OFFICE (LONDON & SOUTH) August 2015 SUNBEAM FOSTERING AGENCY LIMITED Regus House, Highbridge Industrial Estate Oxford Road, Uxbridge Middlesex
More informationManual of Policies and Procedures General. Connected Person (Family and Friends) Foster Care (August 2012)
Manual of Policies and Procedures General Connected Person (Family and Friends) Foster Care (August 2012) Children s Safeguarding & Specialist Services Manual Head of Service: Christine Smart Date of Issue:
More information