National care standards: care homes for children and young people

National care standards: care homes for children and young people Edition

18-19 Expressing your views

18 Concerns, comments and complaints
19 Advocacy

Introduction to standards 18 and 19

This last section refers to issues that may be present at any time. They are standards relating to comments, concerns and complaints and advocacy. They are very important to your experience of the support and care you receive, and to the way in which you feel you can influence and contribute to how services are delivered.

Together, the standards for comments, concerns and complaints, and advocacy, show that the provider takes the principles of the national care standards seriously and will put you first when they plan and run the care home.

Concerns, comments and complaints

Standard 18
The care home welcomes your views so they can continuously improve the quality of services. Staff encourage you to give your views and suggestions, whether positive or negative.

1 You and your family are encouraged to express your views on any aspects of the care home.

2 You can be confident that staff listen to, and take seriously, your wishes and concerns about any part of your care.

3 You and any others involved in your care have access to complaints procedures that are easy to understand and set out who you can complain to, both in the care home and elsewhere.

4 You can be confident that the care home will make sure you and those involved in your care know how to contact the Care Commission.

5 If you are disabled or your first language is not English, you have access to translation, interpretation and communication support that you need to help you make your representation or complaint. These services are also available to others involved in your care.

6 Any complaint is dealt with in line with clear procedures and is investigated thoroughly by a person who is not involved in the complaint. A record is kept of all complaints and their outcomes.

7 A summary of complaints and outcomes is provided regularly to external managers and is outlined in the annual report.

8 You have access to Care Commission reports about the home.


Standard 19
You have access to other agencies and services, such as advocacy, that can support you in making your needs and preferences known. They can, with your permission, represent you and give your views. Information on these services is provided in a way you can understand.

1 You know that staff will invite Who Cares? Scotland and Children's Rights Officers to visit the care home, and you can speak to them. Staff help you find out about other advocacy organisations and about legal representation.

2 If you want, you can have someone who can support you or speak for you at reviews.

3 If you have an advocate, people will listen to what she or he has to say on your behalf as if the views expressed were your own.

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