If you ever have a concern or complaint please inform the care management team as soon as possible. Whistleblowing is the reporting of suspected wrongdoing or dangers in relation to our care service.
We ask that any concerns or complaints are raised to the care management via phone call and then given formally in writing via email documenting:
Outline of the problem.
Who or what has caused the concern or complaint.
If you are complaining about another team member, give their name and position.
Once received:
It is escalated to the Care Management Team within one working day, who will immediately record your comments, and within 24 hours confirm to you in an email that they implemented an internal review to investigate the matter further.
Investigation will take 7 working days.
Any concerns meetings will take place
Outcome of investigation within 14 working days (if internal).
Where appropriate the investigation will take place jointly with the relevant local authority.
If investigation is with local authority the timescales will be those outlined by the authority.
We will keep a record of the complaint and how it has been resolved, this includes timescales. We will keep you closely informed as to the progress.
We aim to encourage openness and will support you when you raise genuine concerns under this policy, even if they turn out to be mistaken. You will not suffer any detrimental treatment as a result of raising a genuine concern. Whenever possible, the identity of the person(s) reporting the incident will be kept anonymous.
False allegations: If we conclude that a whistleblower has made false allegations maliciously or with a view of personal gain, the whistleblower might be subject to disciplinary action.
If you are dissatisfied with the resolution of your complaint, we would ask you to email Oliver Ross (Chief Operating Officer) on oliver@edyn.care and inform him of your concerns. Oliver will email you within 24 hours to confirm your communication and outline the process he will be taking to resolve the matter and / or in some circumstances it may be appropriate for you to report concerns to an external body such as the Care Quality Commission, this would be the case for example you felt internal processes had not dealt with the concern. Carers are strongly encouraged to seek advice before reporting concern to anyone external. Public Concern at Work operates a confidential helpline. Their website contains advice and guidance and can be accessed here https://protect-advice.org.uk/.