In this month’s newsletter we would like to talk about Regulation 16: Receiving and acting on complaints and Regulation 17: Good governance
Receiving and acting on complaints was established as Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulation 2014 with the intention of making sure people can make a complaint about their care and treatment. This includes ensuring that providers have an effective and accessible system for dealing with complaints. Here at Airthrie we have complaint forms easily accessible for our service users and visitors to use, offer service users a chance to make any complaints during their tenants meeting and ensure that these are investigated thoroughly and if needed necessary action is taken.
Good governance was established as Regulation 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulation 2014 with the intention of making sure that providers have systems and processes in place that enable them to meet other requirements in the regulations. This includes ensuring that providers have effective governance, actively assess, monitor and drive improvement in the service provided, maintain accurate, detailed records and generally provide good governance for any individuals involved. Here at Airthrie we ensure that policies are updated when required and are communicated with relevant individuals, we look at feedback and take this on board when looking at how we can improve our service and ensure that records are checked and updated when required.
We would like to provide you with an update regarding Covid-19. We are now offering limited visitation and have opened the home to visiting for friends and family. However, these visits will be held in a gazebo on the front drive, will need to be booked in advance and will be time limited. We understand that this is not ideal but thank you for bearing with us during these difficult times.
Independence is a key part of Supported living and here at Airthrie we ensure that independence is promoted in all aspects of daily living. We ensure that choice is promoted and understand that every individual is different, we encourage our service users to carry out daily living skills independently but where some may not be able to do some tasks its important that we work with them to help them gain these daily living skills. Its important for individuals living in supported living settings to build on these skills with the goal of becoming independent.