3. Taking it Seriously: Raising a Formal Concern Before Making a Formal Complaint

We've already discussed how a gentle word and then a more structured conversation can often resolve issues with care providers. But sometimes, despite your best efforts, concerns persist. It's time to move to a formal concern, which is a step before a full-blown complaint. Let's understand the difference and how to approach this stage.

Understanding the Difference: Concern vs. Complaint

It's important to differentiate between a "concern" and a "complaint."

• Concern: A concern is generally a less formal expression of dissatisfaction or worry.

   1  It might involve issues that are relatively minor or that you hope can be resolved through discussion and collaboration. We have covered this in the previous two blogs.   

  
  

• Complaint: A complaint is a formal expression of dissatisfaction, typically involving more serious issues or repeated concerns that haven't been resolved. It often involves a formal process with specific procedures and timelines.

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This article is about raising a formal concern, a step between our previous blogs and a full complaint.

Moving to a Formal Concern: A Structured Approach

When raising a formal concern, it's crucial to be clear, concise, and well-documented. This is not about being confrontational, but about ensuring your concerns are taken seriously.

1. Written Communication:

• This time, a written letter or email is essential. It provides a clear record of your concerns.

• Clearly state that you are raising a "formal concern."

• Outline the specific issues, providing dates, times, and any relevant details.

• Refer to your previous conversations and any agreed outcomes that were not met.

• Attach any supporting documentation, such as notes from previous meetings or emails.

2. Request a Formal Meeting:

• Request a formal meeting with the care provider's manager or designated complaints officer.

• This meeting should be scheduled within a reasonable timeframe.

3. During the Meeting:

• Remain calm and respectful, but firm.

• Clearly state your concerns and the impact they are having on your loved one.

• Refer to your written letter and supporting documentation.

• Discuss potential solutions and agree on a clear action plan with specific timelines, using the SMART objectives from the previous blog.

• Request a written record of the meeting and the agreed action plan.

4. Document Everything:

• Keep copies of all correspondence, including your letter, meeting notes, and any responses from the care provider.

• Maintain a detailed log of all interactions and events related to your concern.

5. Request Internal Policies:

• Request a copy of the care providers escalation policy, and any other policies that relate to your concern. Remember that the policies belong to the provider so make sure you ask for they clients copy or version.

Why This Step is Important:

• Formal Record: A written record provides evidence of your concerns and the care provider's response.

• Increased Accountability: It demonstrates that you are taking the matter seriously and expect a resolution.

• Preparation for Escalation: If the formal concern is not resolved, you will have a solid foundation for a formal complaint.

Keeping it Amicable:

Remember, we still want to maintain open communication and trust. We want to be the family that has everything reported to them with clarity, not to become the family that nobody wants to talk to. However, it is important at this stage to be taken seriously.

When to Involve External Authorities:

At this stage, you should still attempt to resolve the issue directly with the care provider. Involving external authorities, such as the local authority or the Care Quality Commission (CQC), should be reserved for:

• Serious safeguarding concerns that require immediate action.

• Cases where the care provider is unresponsive or unwilling to address your concerns.

• After the internal complaints procedure has been exhausted.

Next Steps:

In our next article, we will discuss how to raise a formal complaint and when to involve the local authorities and the CQC. We will explain what and how things should be reported. Remember, our goal is to ensure the best possible care for your loved ones.