Complaints guidebook launched for care sector

CTSI chief executive Leon Livermore

A complaints guidebook for the UK care homes industry has been launched by the Chartered Trading Standards Institute (CTSI).

The guide has been published in response to the Competition and Markets Authority (CMA) care homes market study in 2018, which found that once entering into care, it was stressful for residents and their representatives to organise a move to a different facility.

It said many people found it difficult to make complaints directly to care homes, and perceived the processes to be unclear, complicated and confusing.

The CTSI, in collaboration with the Department for Business, Energy and Industrial Strategy, has produced a guide for registered managers and care homeowners.

The guidebook, Care Home Complaints, aims to help operators understand consumer law and implement a complaints process.

CTSI chief executive Leon Livermore said: ‘This new care home complaints guide is essential reading for care home managers and operators. Entering care is a critical life decision usually undertaken during an extremely vulnerable time for residents and their representatives alike, and this guide will prove to be essential for the improvement of the care home industry.

‘I am proud of CTSI’s role in producing the guide, and I ask the care home industry to take notice and use this free resource. The guide will improve both your business and the experiences of your residents. Let’s build a better care home industry together, which starts by reading and implementing the advice in this guide.’