We've published new guidance on managing complaints and incidents in homecare services.
As homecare is often a shared care arrangement involving multiple organisations, it is important that complaints processes which allow the sharing, reporting and learning from complaints is in place and integrated between all parties involved in order to ensure that complaints are received, recorded, investigated, acted upon and reviewed in order to support patient care.
This new guidance, developed by a National Medicines Homecare Committee working group, provides detailed practical advice on how reporting and learning systems should operate in homecare services in order to meet the requirements of patients, carers, regulators and other stakeholders.
The draft document was published for consultation in November 2015 and all those who responded are thanked for their input.
The new guidance will be useful for all those involved in homecare services and can be used alongside the RPS Professional Standards for Homecare Services and the RPS Handbook for Homecare Services in England.