Hi Senga,
We received a complaint at our service and the person was not happy with the outcome after the investigation and threatened to go to the Care Inspectorate. Will this mean they will come out and investigate and drop our grades?
Hello Lorraine,
No, it doesn’t mean that at all. The person can complain to the regulator at any time or even without coming to the provider. The Care Inspectorate do try and steer the people to approach the provider first to try and resolve the issue.
They Care Inspectorate may ask for your investigatory notes and all documentation relating to the complaint and they may well come to the service to investigate depending on the complaint.
It does not however mean the grades will automatically be affected. Even if they uphold parts of the complaint, your care inspector will discuss this with you. In some circumstances depending on the outcome of the complaint, grades are reviewed.
I hope this clarifies things.
Senga
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