Council’s In-House Services – people receiving the service
13.1 In the first instance, individuals should raise any concerns or complaints to the person providing their service, or another member of the providers teams.
13.2 If the person is not satisfied with the response, they can escalate their complaint to the relevant service manager.
13.3 If this does not resolve the concern, the individual can make a complaint through the corporate complaints and feedback procedure.
You can contact the council’s complaints team here:
Online at: https://www.gloucestershire.gov.uk/council-and-democracy/complaints-and-feedback/complaints-about-adult-social-care/
By phone: 01452 427082
13.4 People using regulated services have the right to bring concerns about their care and treatment to the notice of the Care Quality Commission (CQC) (the regulator).
You can contact CQC:
Online at: www.cqc.org.uk/contact-us
By phone: 03000 616161
Commissioned services
13.5 When a service is commissioned by the council, where appropriate, the individual should raise their concerns with the provider directly in the first instance.
13.6 The council will work with the providers to ensure concerns are adequately addressed following the Adult Social Care Complaints policy, which can be found here: https://www.gloucestershire.gov.uk/health-and-social-care/adult-social-care/social-care-policies-and-procedures/
Staff
13.7 Any staff member who is concerned about moving and handling in the workplace should raise this with their line managers in the first instance.
13.8 If concerns remain unresolved, the staff member should raise their concerns with their line manager’s manager. Council staff may wish to make use of the council’s grievance policy and procedures (this can be found on the council’s staffnet).
13.9 Where concerns feels serious because it is about a possible fraud, danger, corruption or malpractice or maladministration (the term used when the council has done something wrong which affects a member of the public) that might affect others or the council itself, staff can report through the council’s whistleblowing procedure: https://www.gloucestershire.gov.uk/council-and-democracy/complaints-and-feedback/whistleblowing/
