We’ve agreed to investigate a complaint

• Introduction
• Our investigation
• Outcomes of investigations
• Post investigation review
• Outcome of the review

Introduction

This leaflet tells you how we will deal with the complaint that has been raised with us now that we have decided it meets our criteria as a complaint that requires formal investigation.

It tells how you can support our investigation and the important role you play in giving us information.

We hope you find this useful but if any of this is not clear to you, please discuss with the inspector who is investigating the complaint.

Our investigation

We aim to establish all the relevant facts and give complainants and those complained against a full, objective, and proportionate response that represents our final position.

It is important that we gather all relevant information about the complaint from the complainant and the complained against. Therefore, it is important that you give our investigating inspector all relevant information and any documents that have a bearing on the areas of the complaint.

Please tell the investigating inspector if you think you have relevant information that they have not asked for.

Where it’s appropriate, we will interview staff members and observe practice within the service. We will need a private space somewhere in the service to speak confidentially with relevant staff and we will ask the service to make this available. We will try to minimise any disruption to the service, but we do recognise that there will be some disruption of the normal day.

We aim to complete our investigation within forty working days. If this timescale needs to be extended, we will tell you why and give you an expected completion date.

Outcomes of investigations

When we have completed our investigation, we will speak to the complainant and the complained against. We will tell them our findings and the conclusion that we have reached. This is an important part of the process as it allows both parties to tell us about any issues, they feel we have not taken account of in reaching our conclusions.

We will then send a report to both the complainant and the complained against giving our findings and stating whether or not the complaint has been upheld.

There are two possible outcomes for a complaint investigation.

Upheld

We say we have upheld a complaint where we have investigated and found evidence to substantiate the allegations made. We may also uphold a complaint when we believe that on the balance of probability the issues raised in the complaint are valid. Where we have upheld a complaint, we may identify action for the service to take. We will also tell the person who has made the complaint about any requirements or areas for improvement we have made of the care service they have complained about.

Not upheld

We say we have not upheld a complaint where we have investigated and found there is a lack of evidence to validate the complaint.

Post investigation review

Once we have sent our complaint report to the complainant and the complained against, each party has ten working days from the date we sent the report to ask for a post investigation review if they have concerns about the outcome. We will not consider a request for review if we receive it after this period of ten working days has expired.

If you believe we have made a mistake in our findings or that we have come to the wrong conclusion, you can ask for a post investigation review by completing the relevant form.

You can ask for a post investigation review if you consider that:

• we made our decision based on important evidence that was inaccurate and you can show this using readily available information
• you have new and relevant information that was not previously available about the complaint we investigated, and which affects the decision we made

If you ask for a post investigation review, we will let the other party know we have received a request.

Outcome of the review

Once the ten working days are up, we will consider any request for a review.

We will decide whether to:

• investigate further
• update the report to reflect comments received
• update or change the outcomes of the complaint
• not make any changes to the outcomes.

We will write to you to explain the outcome of the review and the decision we have reached. If the complaint outcomes have changed, we will issue an amended complaint report and if no changes are made, we will confirm the report you received as final. Both the complainant and complained against will receive this information regardless of who has requested the review. 

Once we have concluded our review and informed you of our final position, no further appeal or review is possible.

We aim to do this within 20 working days of the final date for submission of a post investigation review request.

Once the review has taken place, we will reach our final position and you cannot appeal the complaint outcome.

Once all the relevant steps in the processes described above are completed, and if we decide the service needs to improve, it will have to give us an action plan within fifteen working days, which details how they will improve outcomes for the people who use their service.

We may also regrade a service following a complaint. Where a complaint has been upheld, we will post a summary of the complaint and any requirements or area for improvement that we have made on our website alongside the service’s other information. You can search for individual services by clicking on the Find care tab at the top of our homepage at careinspectorate.com

Person specification

Job title: Improvement Adviser (digital social care)

Attributes

Experience

Essential:

• Track record of involvement in quality improvement (QI) project/ programmes across health and social care.
• Experience of leading innovation across health and social care.
• Experience of developing and delivering learning and development to a variety of staff groups and care providers.
• Experience of working creatively with partners to develop ideas and solutions to deliver change and improvement.

Desirable:

• Experience of scrutiny and regulatory process.
• Experience of implementing digital solutions in social care settings.

Education, qualifications and training

Essential:

• Educated to SCQF level 9 (for example, Bachelors/Ordinary Degree, Graduate Diploma, Graduate Certificate, Graduate or Technical Apprenticeship, SVQ, etc) or have relevant skills and experience relevant to the post.
• Hold or be willing to work towards a recognised qualification in quality improvement.
• Commitment to own CPD.

Desirable:

• NES Scottish Improvement Leader (ScIL) or equivalent

Skills and knowledge

Essential:

• The ability to communicate with a diverse range of professional staff across the sector.
• Excellent negotiating, facilitating, influencing, and coaching skills.
• Able to think creatively to maximise the use of digital technology to improve outcomes for people.
• Knowledge and understanding of QI theory and its practical application in health and social care settings.
• Ability to set up systems to monitor improvement, analyse data and develop improvement solutions.
• Ability to develop and maintain extensive internal and external communication systems.
• Ability to work autonomously and collaborate with key stakeholders including Scottish Government, HSCPs, LAs, Health Boards and service providers in the statutory, independent, and voluntary sector.
• Excellent communicator both verbal and written, with the ability to translate plans into actions.
• IT literate, using the most effective methods to communicate and manage information.

Desirable:

• Knowledge and understanding of health/social care practice, theory, policy, and research.
• Appreciation of technology, its use and development in relation to the care sector.
• Knowledge of regulation, scrutiny, and improvement landscape. 

Key performance outcomes

Quality improvement focus

Essential:

• Have a proven track record in leading QI projects/programmes and evaluating their impact.
• Demonstrate an understanding of national QI work across Scotland.

Desirable:

• Policy development
• Research activity

Planning and organising 

Essential:

• Ability to prioritise effectively and achieve deadlines.
• Ability to react to changing priorities and to prioritise conflicting demands.
• Demonstrates analytical and systematic approach to problem solving.
• Demonstrates initiative, drive and determination to complete tasks and achieve objectives.
• Work is self-generated, planned, and prioritised, identifying key issues, anticipating problems, and initiating appropriate action to resolve them.
• Able to work autonomously and independently.

Impact and influence

Essential:

• Demonstrates ability to influence at all levels.
• Ability to achieve results through personal power, negotiation, persuasion, and influence.
• Ability to give credible and realistic advice, based on relevant, up to date and verifiable information.
• Demonstrates experience of being part of positive cultural change.

Effective communication

Essential:

• Excellent oral, public speaking / presentation, and written communication skills.
• Ability to draft detailed reports and guidance documents.
• Excellent interpersonal skills with the emphasis on negotiation, influence, and diplomacy.
• Experience in devising and delivering development sessions

Working in partnership

Essential:

• Work nationally and locally with a range of stakeholders.
• Ability to lead or participate in multi-disciplinary and multi-agency working groups.

Please note – these are tkey performance outcomes to be used to recruit into the role.

Equality impact assessments

2020

• Maximising Attendance Policy May 2020 
• Learning & Development Policy May 2020
• Dignity at Work Policy May 2020
• Capability Policy May 2020
  
• Proposed changes to the senior inspector role November 2020
• Job Evaluation (Inspector, Senior Inspector & Team Manager) September 2020
• Involvement Policy Suite November 2020

2019

• Relocation

2018

• Partnership Agreement
• Further Study Policy March 2018
• LEAD/ Performance Development & Management System June 2018

2017

• Business Travel
• Discipline
• Retirement
• Secondment
• Smoking

2016

• Grievance Policy February 2016
• Corporate Health and Safety Policy February 2016  
  
• Zero Tolerance Policy February 2016 
  
• Salary Protection Policy February 2016 
  
• Workforce Change Policy February 2016

2015

• Flexible Working Policy December 2015
• Homeworking Policy December 2015

Job profile

Job title: Senior Intelligence Analyst

Location: Compass House, Dundee

Responsible to: Intelligence and Analysis Manager

Principle working contacts

• Head of Intelligence
• Intelligence and Analysis Manager
• Information Analysts
• Intelligence Researchers
• Strategic Data Officers
• Business and Digital transformation Teams
• Information Governance Team
• Managers and employees of the Care Inspectorate
• External Agencies

Job purpose

• The senior intelligence analyst is a technical specialist who is responsible for leading and overseeing the production of a variety of cutting edge analytical products that meet professional standards to support the organisation to be risk-based and intelligence led.
• The senior intelligence analyst will support the intelligence and analysis manager to manage the day-to-day work and development of the information analysts, researchers and strategic data officers working in the Care Inspectorate intelligence team.
• The senior intelligence analyst provides clear direction, guidance, support and challenge to information analysts, researchers and strategic data officers ensuring they understand and consistently apply structured analytical methodologies. They lead, enable and support staff to use a range of innovative analytical techniques.

Key responsibilities

Contribution to people management:

• The Senior Intelligence Analyst is involved in the selection of new team members and developing business improvement ideas that enhance working practices.
• They work closely with the Intelligence Manager supporting them to address performance and development of the team and to plan ahead, anticipating and responding to changing priorities, effectively using resources to deliver products to agreed timescales.
• Allocates work amongst team members, taking account of skills and workload of team members.
• Promote consistent, high quality practice amongst team members, encouraging them to give of their best and continually strive to improve performance and consolidate excellence.
• Share feedback with Intelligence & Analysis Manager to support them to manage the performance and monitor standards and consistency of practice of all team members.
• Promote diversity and equality of opportunity, ensuring that these principles are upheld across all areas of service delivery.
• Support the Intelligence & Analysis Manager to ensure codes of practice and operational standards are met in respect of the team’s areas of responsibility.
• Support the Intelligence & Analysis Manager to ensure the delivery of continuous improvement and the deployment of quality assurance systems and processes.
• Use professional knowledge to support the development of consistent practice.

Intelligence and analysis:

• Produces analytical reports of the greatest scope, complexity, impact and priority to agreed timescales and professional standards.
• Is a highly skilled analyst with considerable expertise in at least some of the following: Intelligence analysis, statistical analysis and reporting; data science, performance analysis and reporting.
• Brings their analytical skills to bear within a complex data environment, with the technical skills to manage and developing data assets in collaboration with colleagues across with organisation.
• Supervises small ‘virtual teams’ on cross cutting projects.
• Promotes the Code of Practice for Official Statistics, producing high quality statistical publications which meet the needs of a wide range of users both within the Care Inspectorate and outside.
• Provides advice on statistical and analytical methods and is highly skilled in a range of associated software.
• Supports the Intelligence Team to develop new and innovative approaches to turning large quantities of operational data into valuable information assets and managing those assets to deliver valuable intelligence products.
• Delivers, and support the team to deliver high quality intelligence products that provide advice and recommendations to decision-makers

 Relationship management:

• Builds and maintains strong working relationships with a range of customers, managing customer expectations and ensuring products meet customer requirements.
• Represents the team at a variety of fora, both within the Care Inspectorate and outside, including government departments, the care sector and professional groups.
• Ensures effective working protocols in accordance with the Care Inspectorate’s Communications, Human Resources, Finance, ICT and Operations function.
• Projects a professional image for the Care Inspectorate when dealing with colleagues and external stakeholders.
• Demonstrates enthusiasm for delivering excellent customer service.
• Demonstrates a commitment to the Care Inspectorate’s aims, vision and values.
• Carries out duties in accordance with our Health and Safety policies, procedures, guidance, practices and legislative requirements, taking reasonable care for your safety and that of others who may be affected by what you do or fail to do while at work.

Other duties

This job description is a broad picture of the post at the date of preparation. It is not an exhaustive list of all possible duties and it is recognised that jobs change and evolve over time. Consequently, the post holder will be required to carry out any other duties to the equivalent level that are necessary to fulfil the purpose of the job, and to respond positively to changing business needs.