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Complaints guidebook launched for care sector
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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, along with an online guide at Business Companion.
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