The Care Homes (Wales) Regulations 2002
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Changes over time for: Section 23
Version Superseded: 02/04/2018
Alternative versions:
- 01/04/2002- Amendment
- 01/10/2006
Point in time - 02/04/2018- Amendment
Status:
Point in time view as at 01/10/2006. This version of this provision has been superseded.
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ComplaintsE+W
23.—(1) The registered person shall prepare and follow a written procedure (“the complaints procedure” (“y weithdrefn gwynion”)) for considering complaints made to the registered person by a service user or person acting on the service user’s behalf.
(2) The complaints procedure shall be appropriate to the needs of service users.
(3) The registered person shall ensure that any complaint made under the complaints procedure is fully investigated.
(4) The registered person shall, within 28 days after the date on which the complaint is made, or such shorter period as may be reasonable in the circumstances, inform the person who made the complaint of the action (if any) that is to be taken.
(5) The registered person shall supply a copy of the complaints procedure to every service user and to any person acting on behalf of a service user if that person so requests.
(6) Where a copy of the complaints procedure is to be supplied in accordance with paragraph (5) to a person who is blind or whose vision is impaired, the registered person shall, if it is practicable to do so, supply, in addition to the written copy, a copy of the complaints procedure in a form which is suitable for that person.
(7) The copy of the complaints procedure shall include—
(a)the name and address of the appropriate office of the National Assembly; and
(b)the procedure (if any) that has been notified by the National Assembly to the registered person for the making of complaints to the National Assembly relating to the care home.
(8) The registered person shall supply to the appropriate office of the National Assembly at its request a statement containing a summary of the complaints made during the preceding twelve months and the action that was taken in response to each complaint.
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