Relatives & Residents Association

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CMA confirms R&RA’s concerns about complaints

1 December 2017: The R&RA has long expressed concern and frustration about the inadequacy of the regulator’s approach to complaints about care.  The clear imbalance of power and the fear expressed by so many in raising a complaint or even mentioning a concern over a resident’s care is continually reported to our Helpline. We are delighted that the CMA’s Care Homes Market Study report has recognised these facts and recommended greater availability of advocacy and support services like ours for those living in care and their representatives.

We are, however, disappointed that the report did not recommend that the CQC returns to investigating complaints as Scotland continues to do.  Giving this role to the Ombudsman is no substitute: it has no rights to enter a care home or impose its recommendations.

fear of raising concerns as recognised in the CMA’s report is likely to continue

Urgency is often essential for those nearing the end of their lives, as recognised by the report.

Judy Downey, Chair of R&RA says: “Until all regulators take complaints about poor care seriously and reprise their duty to investigate them, the disparity of power between receiving and those giving care and the fear of raising concerns as recognised in the CMA’s report is likely to continue.”

Read the CMA’s report here.

Read the CMA’s summary of the report here


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