At Integrative Supported Living Care Ltd., we believe that everyone has a role to play in protecting the people we support and maintaining safe, effective, compassionate and person-centred care. Whether you are an employee or care worker, a service user or family member, or a supplier, contractor or recruitment agency working with us, your voice matters.

We encourage everyone to speak up whenever something does not look or feel right. Raising a concern is not an act of disloyalty. It is an important way of helping us identify problems, prevent harm, improve our services and ensure that people receive the quality of care they have a right to expect.

What should you raise a concern about?

You should speak up about anything that may place a person at risk or indicate poor practice, wrongdoing or unsafe working. This may include abuse or neglect, unsafe care, inadequate staffing or training, unsafe working conditions, inappropriate behaviour, discrimination or harassment, falsification of records or timesheets, suspected fraud, breaches of confidentiality or data protection, unlawful conduct, or concerns that have not been properly responded to.

Service users and families should feel able to tell us about any aspect of their care or support that concerns them. Similarly, suppliers, contractors and recruitment agencies should raise concerns about practices, conduct or arrangements that could affect the safety, wellbeing or rights of people who use our services.

Our Four-Step Process for Raising Concerns

Step 1 – Speak to your line manager/supervisor
Where possible, raise your concern with your line manager or supervisor as soon as possible. You can do this verbally or in writing.

Step 2 – Escalate to the Registered Manager
If you cannot speak to your line manager, or your concern involves your line manager, you can raise the matter directly with the Registered Manager.

Step 3 – Speak to the Freedom to Speak Up Guardian
If you feel unable to use the above routes, you can contact our Freedom to Speak Up Guardian, Grace Masikati, at g.masikati@integrativecaresl.co.uk.

Step 4 – Contact the CQC
If you believe your concern has not been appropriately addressed internally, you may contact the Care Quality Commission (CQC) on 03000 616161 or through the CQC website.

Concerns may also be raised anonymously. We will take anonymous concerns seriously and investigate them as far as reasonably possible, although anonymity may limit our ability to obtain further information or provide feedback.

You are protected when you speak up

We understand that speaking up can sometimes feel difficult, particularly where someone is worried about their employment, working relationship or future involvement with the organisation. Integrative Supported Living Care Ltd. does not tolerate bullying, harassment, victimisation or detrimental treatment of anyone who raises a genuine concern. Retaliation against someone who speaks up may result in appropriate action, including disciplinary action.

Anyone considering whistleblowing can also seek free, independent and confidential advice from the Whistleblowing Helpline for NHS and Social Care (Speak Up) on 0300 311 22 33 or england.speakup1@nhs.net, or from Protect, the whistleblowing charity, on 020 3117 2520 or info@protect-advice.org.uk.

If you see something that could put people at risk, speak up. Your voice can help protect the people we support, strengthen our services and make Integrative Supported Living Care Ltd. a safer and better place for everyone.