Chits Health Care

Delivering safe, compassionate, and high-quality care services across the United Kingdom requires accountability, transparency, and continuous improvement.

We recognise that concerns may occasionally arise, and we treat every complaint as an opportunity to strengthen our services. This Complaints Procedure outlines the structured, fair, and transparent process we follow to resolve concerns efficiently and professionally.

We are committed to ensuring that all service users, families, representatives, staff members, and partner organisations feel confident in raising concerns without fear of disadvantage or discrimination.

1. Our Commitment to Fair Complaint Handling

Our complaints process is:

• Accessible
• Transparent
• Impartial
• Confidential
• Responsive
• Focused on resolution

Every complaint is taken seriously and investigated thoroughly. Raising a complaint will never affect the quality or continuation of care services.

2. What Can Be Raised as a Complaint

A complaint may relate to any aspect of our services, including:

• Quality of care delivery
• Conduct or professionalism of staff
• Communication concerns
• Missed or late visits
• Billing or invoicing queries
• Safeguarding issues
• Staffing placements
• Service coordination
• Compliance concerns

We encourage concerns to be raised as soon as possible so they can be resolved promptly.

3. How to Submit a Complaint

Complaints may be submitted through:

• Written communication (email or letter)
• Telephone call to our management team
• In-person discussion with a senior staff member
• Formal written complaint form (where requested)

We also accept complaints from authorised representatives, family members, or advocates acting on behalf of a service user.

4. Step-by-Step Complaints Process

Step 1: Acknowledgement

• All complaints are acknowledged within a defined timeframe.
• We confirm receipt and outline the next steps.
• Where clarification is required, we may contact the complainant for additional details.

Step 2: Investigation

• A senior manager or designated investigator is assigned.
• Relevant documentation, care records, staff reports, and communication logs are reviewed.
• Staff involved may be interviewed.
• Risk assessments are conducted if necessary.
• Investigations are conducted objectively and confidentially.

Step 3: Response

• A written response is provided detailing findings.
• Any corrective actions are clearly explained.
• Where service improvement is required, we outline measures implemented.
• Apologies are offered where appropriate.

Our goal is fair and evidence-based resolution.

5. Timeframes for Resolution

While response times may vary depending on complexity, we aim to:

• Acknowledge complaints promptly
• Complete investigations within a reasonable and proportionate timeframe
• Keep complainants informed of progress if delays occur

Transparency throughout the process is essential.

6. Escalation Process

If a complainant is dissatisfied with the outcome, concerns may be escalated internally for further review by senior management.

If resolution remains unsatisfactory, external bodies may be contacted, including:

• The Care Quality Commission (CQC) for regulated care services
• The National Health Service (NHS) where services relate to NHS placements
• Local safeguarding authorities if concerns involve abuse or neglect
• Relevant professional regulatory bodies

We cooperate fully with any external review or investigation.

7. Confidentiality and Data Protection

All complaints are handled in accordance with UK GDPR and confidentiality standards. Information shared during investigations is:

• Stored securely
• Restricted to authorised personnel
• Used solely for investigation and resolution purposes

Records of complaints are maintained for audit and regulatory compliance.

8. Learning and Continuous Improvement

Complaints are not viewed as criticism but as opportunities for improvement. We use complaint data to:

• Identify recurring themes
• Improve staff training
• Strengthen supervision processes
• Enhance communication systems
• Review operational procedures
• Improve risk management practices

Regular internal audits ensure improvements are implemented effectively.

9. Protection from Victimisation

We operate a strict non-retaliation policy. No individual will face discrimination, reduced service quality, or disadvantage for raising a concern in good faith.

We encourage openness and transparency to maintain the highest standards of care.

10. Staff-Related Complaints

Where complaints involve staff conduct:

• Immediate risk is assessed
• Staff may be suspended pending investigation if necessary
• Disciplinary procedures are followed where appropriate
• Regulatory bodies may be informed if professional misconduct is identified

Professional accountability is essential to safeguarding service users.

11. Anonymous Complaints

We accept anonymous complaints. While investigation may be limited by lack of detail, all information received is reviewed and assessed for risk.

12. Serious Incidents

Where complaints involve serious harm, safeguarding concerns, or regulatory breaches:

• Immediate protective measures are implemented
• Authorities are notified where legally required
• A root cause analysis may be conducted
• Policies are reviewed to prevent recurrence

Safety and wellbeing remain the priority.

13. Complaints Monitoring and Reporting

We maintain a structured complaints log including:

• Nature of complaint
• Date received
• Investigation findings
• Outcome and actions taken
• Date resolved

Complaint data forms part of internal quality assurance reviews and supports compliance with CQC standards.

14. Accessibility of the Complaints Procedure

This procedure is available in accessible formats upon request. We support individuals who may require:

• Advocacy services
• Language translation
• Alternative communication methods
• Assistance completing complaint documentation

No one should be prevented from raising concerns due to communication barriers.

15. Commitment to Accountability

Professional care delivery demands responsibility and transparency. Our Complaints Procedure ensures:

• Concerns are heard respectfully
• Investigations are impartial
• Resolutions are evidence-based
• Improvements are implemented

We remain dedicated to maintaining trust, integrity, and service excellence across all care and staffing operations throughout the United Kingdom.