I am bsed in wales so check you local authority for timescales as they may differ!!!
All concerns, issues or complaints must be taken seriously, with a professional approach and within the timescales as set out by your local governing body (CSSIW in wales where I am)
Thinking of your situation, you probably work closly with the parents, as working from their home environment - most issues should be resolved informally at the initial stage of concerns being raised and documented records kept of the discussion and any resolutions agreed.
When complaints are made it is our dyty as practitioners to record the following
- the complainiats name
- the date, time the complaint was made
- nature of complaint
- Action taken in responce
- The outcome of the complaint investigation (e.g. ways in which your service has improved/changed due to complaint if necessary)
- Details of the investigation and its findings to be provided to the complainant in writing.
The complainant should be informed of the outcome 14 days after raising complaint. However if they are not satisfied with outcome or if concers/problems re-occure the following procedure should be invoked.
- The concern/complaint needs to be put in writing
- Acknowledgment of the complaint should be confirmed in writing
- Arrangements of a metting involving all parties
- A representative for all parties is advisable.
- written records of the discussion and any agreements made to resolve comapint.
The aim is to resolve the issue/complaint as soon as possible and within 14 days. However timescales can be extended by a further 14 days with the agreement of all parties.
Alwars document findings, resolutions as these will need to be presented to the complainant and a copy retained for setting/ or yourself in your situation.
Hope this helps
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