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<p>There are no current plans to introduce a statutory requirement for care providers
to make users of services aware of the Local Government Ombudsman (LGO) complaints
procedure.</p><p> </p><p> </p><p> </p><p>In December 2013, the Department set up a
Complaints Programme Board to bring together a range of partners across the care system
to implement actions which will lead to improvements in complaints handling, as set
out in <em>Hard Truths, </em>the Government’s response to the Mid Staffordshire NHS
Foundation Trust Public Inquiry.</p><p> </p><p> </p><p> </p><p>The LGO is part of
this crucial work programme, which has been developed with other national partners
to bring about important changes to the way complainants are supported and complaints
are handled across the care system.</p><p> </p><p> </p><p> </p><p>We do not propose
to introduce a statutory requirement for care providers to publish an annual report
on their internal complaints procedures. However, Regulation 19 of the Health and
Social Care Act 2008 (Regulated Activities) Regulations 2010 requires that providers
registered with the Care Quality Commission (CQC) must have a system in place for
identifying, receiving, handling and responding to complaints and comments made by
service users or anyone acting on their behalf.</p><p> </p><p> </p><p> </p><p>In particular,
service providers must ensure that any complaint made is fully investigated and where
practicable, resolved to the satisfaction of the service user or the person acting
on their behalf.</p><p> </p><p> </p><p> </p><p>CQC’s guidance on complying with this
regulation sets out that service users should be aware of the steps they can take
if they are not satisfied with the findings or outcome once a complaint has been responded
to. This includes their being advised of their right to refer the matter to the LGO.</p><p>
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