SCIE Practice guide 09: Dignity in care

Dignity challenge

7. Ensure people feel able to complain without fear of retribution

By this we mean:

People have access to the information and advice they need. Staff support people to raise their concerns and complaints with the appropriate person. Opportunities are available to access an advocate. Concerns and complaints are respected and answered in a timely manner.

Dignity tests:

• Do we have a culture where we all learn from mistakes and are not blamed?
• Are complaints policies and procedures user-friendly and accessible? Are complaints dealt with early, and in a way that ensures progress is fully communicated?
• Are people, their relatives and carers reassured that nothing bad will happen to them if they do complain?
• Is there evidence of audit, action and feedback from complaints?

Some ideas from practice:

• Easy access to information and help at Caterham Dene
• Electronic feedback for constructive criticism

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