21:I[715451,["/_next/static/immutable/chunks/3epxcekke5pk1.js","/_next/static/immutable/chunks/0cqvs2dm_6uq3.js","/_next/static/immutable/chunks/32pla6m3rz-_n.js","/_next/static/immutable/chunks/3jcn5olb7ekb2.js","/_next/static/immutable/chunks/1_k57f8q33yxq.js","/_next/static/immutable/chunks/2kvmj209g58dx.js","/_next/static/immutable/chunks/1nlit-mokzu88.js","/_next/static/immutable/chunks/0qr544n966z_y.js","/_next/static/immutable/chunks/3dty04ifa0c22.js","/_next/static/immutable/chunks/1cj9r82-7y5s5.js","/_next/static/immutable/chunks/0x5p1zrkxbu6w.js","/_next/static/immutable/chunks/3aveppan5c_xs.js","/_next/static/immutable/chunks/0rn43p47pdf9q.js","/_next/static/immutable/chunks/1uznt8ldjj_41.js","/_next/static/immutable/chunks/411ujvfhrh-5h.js","/_next/static/immutable/chunks/3-qkvkrxthwif.js","/_next/static/immutable/chunks/0u_t00y-in3mb.js","/_next/static/immutable/chunks/2myf3gou-oudi.js","/_next/static/immutable/chunks/0_e06gq2x0by_.js","/_next/static/immutable/chunks/03w2ixrm2zr5d.js","/_next/static/immutable/chunks/2nomo2gd2fd1w.js","/_next/static/immutable/chunks/1-gk_3-0ly2b5.js","/_next/static/immutable/chunks/0eb_barlejucx.js","/_next/static/immutable/chunks/0xq_btzcarldd.js","/_next/static/immutable/chunks/3c4v19go-73r3.js","/_next/static/immutable/chunks/3ezk1gd9wuv-v.js","/_next/static/immutable/chunks/43zp8ryurh9cq.js","/_next/static/immutable/chunks/39vcs2wowinsm.js","/_next/static/immutable/chunks/2p4yw35y59mt3.js","/_next/static/immutable/chunks/2j5labe21npji.js"],"HydrationBoundary"] 22:T997,{"type":"doc","content":[{"type":"heading","attrs":{"level":1},"content":[{"type":"text","text":"The Hive"}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":"Children’s Safety Procedures"}]},{"type":"paragraph","content":[{"type":"text","text":"The Hive maintains the highest possible security of our premises to ensure that each child is safely cared for during their time with us."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":"PROCEDURES"}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":"Children’s personal safety"}]},{"type":"paragraph","content":[{"type":"text","text":"● We ensure all employed staff have been checked for criminal records via an enhanced disclosure through the Criminal Records Bureau."}]},{"type":"paragraph","content":[{"type":"text","text":"● Adults do not normally supervise children on their own."}]},{"type":"paragraph","content":[{"type":"text","text":"● All children are supervised by adults at all times."}]},{"type":"paragraph","content":[{"type":"text","text":"● Whenever children are on the premises at least two adults are present."}]},{"type":"paragraph","content":[{"type":"text","text":"● We carry out risk assessments to ensure children are not made vulnerable within any part of our premises, nor by any activity."}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":"Security"}]},{"type":"paragraph","content":[{"type":"text","text":"● Systems are in place for the safe arrival and departure of children."}]},{"type":"paragraph","content":[{"type":"text","text":"● The times of the children’s arrivals and departures are recorded."}]},{"type":"paragraph","content":[{"type":"text","text":"● The arrival and departure times of adults – staff, volunteers and visitors – are recorded."}]},{"type":"paragraph","content":[{"type":"text","text":"● Our systems prevent unauthorised access to our premises."}]},{"type":"paragraph","content":[{"type":"text","text":"● Our systems prevent children from leaving our premises unnoticed."}]},{"type":"paragraph","content":[{"type":"text","text":"● The personal possessions of staff and volunteers are securely stored during sessions."}]}]}23:T1405,{"type":"doc","content":[{"type":"heading","attrs":{"level":1},"content":[{"type":"text","text":"The Hive"}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":"Complaints Policy"}]},{"type":"paragraph","content":[{"type":"text","text":"At The Hive we aim to work in partnership with parents to deliver a high quality child care service for everyone. If for any reason we fall short of this goal, we would like to be informed in order to amend our practices for the future. Our complaints policy will be displayed on the premises at all times. Records of all complaints will be retained for a period of at least three years. A summary of complaints is available for parents on request."}]},{"type":"paragraph","content":[{"type":"text","text":"The manager will generally be responsible for dealing with complaints. If the complaint is about the manager, the registered person or other senior member of staff will investigate the matter. Any complaints received about staff members will be recorded on an "},{"type":"text","marks":[{"type":"bold"}],"text":"Incident log"},{"type":"text","text":" and a "},{"type":"text","marks":[{"type":"bold"}],"text":"Complaints log"},{"type":"text","text":" will be completed. Any complaints made will be dealt with in the following manner:"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":"Stage one"}]},{"type":"paragraph","content":[{"type":"text","text":"Complaints about aspects of Club activity:"}]},{"type":"paragraph","content":[{"type":"text","text":"● The manager will discuss the matter informally with the parent or carer concerned and aim to reach a satisfactory resolution."}]},{"type":"paragraph","content":[{"type":"text","text":"Complaints about an individual staff member:"}]},{"type":"paragraph","content":[{"type":"text","text":"● If appropriate the parent will be encouraged to discuss the matter with staff concerned."}]},{"type":"paragraph","content":[{"type":"text","text":"● If the parent feels that this is not appropriate, the matter will be discussed with the manager, who will then discuss the complaint with the staff member and try to reach a satisfactory resolution."}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":"Stage two"}]},{"type":"paragraph","content":[{"type":"text","text":"If it is impossible to reach a satisfactory resolution to the complaint through informal discussion, the parent or carer should put their complaint in writing to the manager. The manager will:"}]},{"type":"paragraph","content":[{"type":"text","text":"● Acknowledge receipt of the letter within 7 days."}]},{"type":"paragraph","content":[{"type":"text","text":"● Investigate the matter and notify the complainant of the outcome within 28 days."}]},{"type":"paragraph","content":[{"type":"text","text":"● Send a full response in writing, to all relevant parties, including details of any recommended changes to be made to the Club’s practices or policies as a result of the complaint."}]},{"type":"paragraph","content":[{"type":"text","text":"● Meet relevant parties to discuss the Club’s response to the complaint, either together or on an individual basis."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"If child protection issues are raised, the manager will refer the situation to the Club’s Child Protection Officer, who will then contact Social Care and follow the procedures of the "},{"type":"text","marks":[{"type":"bold"}],"text":"Safeguarding Children Policy"},{"type":"text","text":". If a criminal act may have been committed, the manager will contact the police."}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"This complaints policy is to be followed where service users are aggrieved about any aspect of service provision, and in relation to conduct of staff and standards of service. However, the Complaints Policy – and procedures therein – are not appropriate to be used when an allegation is made against a member of staff where child welfare is concerned. In these circumstances specific Kent Safeguarding Children’s Board procedures, as informed by the ‘Working Together to Safeguard Children’, and related guidance shoul dbe adopted to ensure effective multi-agency working and transparency. "}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":"Making a complaint to Ofsted"}]},{"type":"paragraph","content":[{"type":"text","text":"Any parent or carer can submit a complaint to Ofsted about Junior Junction Club at any time. Ofsted will consider and investigate all complaints. Ofsted’s address is: Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD"}]},{"type":"paragraph","content":[{"type":"text","text":"Telephone: 0300 123 1231 (general enquiries)"}]},{"type":"paragraph","content":[{"type":"text","text":"0300 123 4666 (complaints)"}]}]}24:T3330,{"type":"doc","content":[{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":"Illness and Accidents Policy"}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"At The Hive we will deal promptly and effectively with any illnesses or injuries that occur while children are in our care. We take all practical steps to keep staff and children safe from communicable diseases."}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"All parents or carers must complete the "},{"type":"text","marks":[{"type":"bold"}],"text":"Medical Information section"},{"type":"text","text":" when their child joins the Club, requesting permission for emergency medical treatment for their child in the event of a serious accident or illness."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"We will record any accidents or illnesses, together with any treatment given, on an "},{"type":"text","marks":[{"type":"bold"}],"text":"Incident"},{"type":"text","text":" "},{"type":"text","marks":[{"type":"bold"}],"text":"Record"},{"type":"text","text":" or "},{"type":"text","marks":[{"type":"bold"}],"text":"Accident Record"},{"type":"text","text":" form as appropriate, which the parent or carer will be asked to sign when they collect the child."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"The Hive cannot accept children who are ill. If any children are ill when they first arrive at the Club we will immediately notify their parents or carers to come and collect them. Any children who have been ill should not return to the Club until they have fully recovered, or until after the minimum exclusion period has expired (see table at the end of this policy)."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":"First aid"}]},{"type":"paragraph","content":[{"type":"text","text":"The Club’s designated First Aiders are Chris Early and Lauren Gilliat but all staff are trained in paediatric first aid. The designated First Aider has a current first aid certificate and has attended a 12 hour paediatric first aid course. To ensure that there is a qualified first aider present at every session of the Club, other members of staff will also receive first aid training."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"The location of the first aid box and a list of qualified first aiders are clearly displayed at the Club. The designated First Aider regularly checks the contents of the first aid box to ensure that they are up to date, appropriate for children and comply with the Health and Safety (First Aid) Regulations 1981."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"The manager will ensure that a first aid kit is taken on all outings and that at least one member of staff on the outing holds a current paediatric first aid certificate."}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":" "}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":"Procedure for a minor injury or illness"}]},{"type":"paragraph","content":[{"type":"text","text":"The first aider at the session will decide upon the appropriate action to take if a child becomes ill or suffers a minor injury."}]},{"type":"paragraph","content":[{"type":"text","text":"● If a child becomes ill during a session, the parent or carer will be asked to collect the child as soon as possible. The child will be kept comfortable and will be closely supervised while awaiting collection."}]},{"type":"paragraph","content":[{"type":"text","text":"● If a child complains of illness which does not impair their overall wellbeing, the child will be monitored for the rest of the session and the parent or carer will be notified when the child is collected."}]},{"type":"paragraph","content":[{"type":"text","text":"● If a child suffers a minor injury, first aid will be administered and the child will be monitored for the remainder of the session. If necessary, the child’s parent/carer will be asked to collect the child as soon as possible. An "},{"type":"text","marks":[{"type":"bold"}],"text":"Accident Record"},{"type":"text","text":" will be completed and shared with the parent / carer."}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":" "}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":"Procedure for a major injury or serious illness"}]},{"type":"paragraph","content":[{"type":"text","text":"In the event of a child becoming seriously ill or suffering a major injury, the first aider at the session will decide whether the child needs to go straight to hospital or whether it is safe to wait for their parent or carer to arrive."}]},{"type":"paragraph","content":[{"type":"text","text":"● If the child needs to go straight to hospital, we will call an ambulance and a member of staff will go to the hospital with the child. The staff member will take the child’s "},{"type":"text","marks":[{"type":"bold"}],"text":"Medical Form"},{"type":"text","text":" with them and will consent to any necessary treatment (as approved by the parents on the"},{"type":"text","marks":[{"type":"bold"}],"text":" Medical Form"},{"type":"text","text":")."}]},{"type":"paragraph","content":[{"type":"text","text":"● We will contact the child’s parents or carers with all urgency, and if they are unavailable we will call the other emergency contacts that we have on file for the child."}]},{"type":"paragraph","content":[{"type":"text","text":"● After a major incident the manager and staff will review the events and consider whether any changes need to be made to the Club’s policies or procedures."}]},{"type":"paragraph","content":[{"type":"text","text":"● We will notify Ofsted and child protection agencies in the event of any serious accident or injury to a child in our care as soon as reasonably possible and within 14 days at the latest."}]},{"type":"paragraph","content":[{"type":"text","text":"● We will notify HSE under RIDDOR in the case of a death or major injury on the premises (e.g. broken limb, amputation, dislocation, etc – see the HSE website for a full list of reportable injuries)."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"heading","attrs":{"level":1},"content":[{"type":"text","text":"Communicable diseases and conditions"}]},{"type":"paragraph","content":[{"type":"text","text":"If a case of head lice is found at the Club, the child’s parents or carers will be discreetly informed when they collect the child. Other parents will be warned to check their own children for head lice, but care will be taken not to identify the child affected."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"If an infectious or communicable disease is detected on the Club’s premises, we will inform parents and carers as soon as possible."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"If there is an incident of food poisoning affecting two or more children looked after at the Club the Manager will inform Ofsted as soon as possible and within 14 days at the latest."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"If there is an outbreak of a notifiable disease at the Club, we will inform the local health protection unit, HSE under RIDDOR (if appropriate), and Ofsted."}]},{"type":"heading","attrs":{"level":1},"content":[{"type":"text","text":" "}]},{"type":"heading","attrs":{"level":1},"content":[{"type":"text","text":"Health Management and Allergy Procedures"}]},{"type":"paragraph","content":[{"type":"text","text":"When children start at the setting they are required to record if their child suffers from any known allergies. If a child has an allergy, this is recorded in their registration information, and an allergy management plan and risk assessment is completed to detail the following:"}]},{"type":"paragraph","content":[{"type":"text","text":"● The allergy"}]},{"type":"paragraph","content":[{"type":"text","text":"● The nature of the allergic reaction e.g. anaphylactic shock reaction, induced rash, reddening of the skin, swelling, breathing problems etc."}]},{"type":"paragraph","content":[{"type":"text","text":"● What to do in the case of allergic reactions, any medication used and how it is to be used (e.g. Epipen)"}]},{"type":"paragraph","content":[{"type":"text","text":"● Control measures – such as how the child can be prevented from contact with the allergen."}]},{"type":"paragraph","content":[{"type":"text","text":"● Review."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"This form is kept with the child’s personal records and a copy is displayed where staff can see it. "}]},{"type":"paragraph","content":[{"type":"text","text":"An allergy mat is made for meals. Parents and carers will be asked to train staff on how to administer special medication in the event of an allergic reaction. Generally no nuts or nut products are used within the setting. Parents and carers are made aware that no nut products can be brought into the setting."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"heading","attrs":{"level":1},"content":[{"type":"text","text":"Insurance requirements for children with allergies and disabilities"}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"The insurance will automatically include children with any disability or allergy but certain procedures must be strictly adhered to as set out below. In cases where occasional, regular or emergency medication is required, such as epipens, hypodermic injections or tube administered medication (but not including non-prescribed drugs or medicines, prescribed or oral medication or asthma inhalers) we MUST"}]},{"type":"paragraph","content":[{"type":"text","text":"a. Have a letter from the child’s parent/guardian providing specific consent for us to administer the medication;"}]},{"type":"paragraph","content":[{"type":"text","text":"b. Have a letter from the child’s GP stating:"}]},{"type":"paragraph","content":[{"type":"text","text":"a. What condition the drug or medicine is for with its name"}]},{"type":"paragraph","content":[{"type":"text","text":"b. How and when the drug or medicine is to be given"}]},{"type":"paragraph","content":[{"type":"text","text":"c. What training of personnel is required, if any"}]},{"type":"paragraph","content":[{"type":"text","text":"d. Any other relevant information."}]},{"type":"paragraph","content":[{"type":"text","text":"c. Have training in the administration of the drug or medicine as stipulated by the ghild’s GP or consultant and be able to provide proof of such training."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"For children suffering life threatening conditions, or requiring invasive treatment, written confirmation from our insurance provider must be obtained to extend the insurance."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"There are conditions placed on us by our insurers when it comes to administration or provision of oxygen, gastro feeding, naso-gastric tube feeding, cleaning and changing of feeding or tracheostomy / tracheotomy tubes and emptying / changing of stoma bags."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":"At all times the administration must be compliant with the Welfare Requirements of the Early Years Foundation Stage and follow procedures based on advice given in Managing Medicines in Schools and early Years Settings (DfES 2005)"}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":"Useful contacts"}]},{"type":"paragraph","content":[{"type":"text","text":"Health Protection Unit: Kent HPT 0844 225 7968"}]},{"type":"paragraph","content":[{"type":"text","text":"Ofsted: 0300 123 1231"}]},{"type":"paragraph","content":[{"type":"text","text":"RIDDOR Incident Contact Unit: 0845 300 99 23"}]}]}25:T6f1,{"type":"doc","content":[{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"Children are discouraged from bringing in personal items to the Hive. Parents are asked to take these home with them when the child is handed over if we are aware that they are in the child’s possession."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"Where items are brought into The Hive without The Hives staff’s awareness or because they are required to be taken to school, the Hive is not responsible for any losses/damage. Parents are to be advised that the club is not responsible for any lost/damaged personal possessions. "}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"Where items are not of high monetary value, they are stored with the child’s peg in the corridor, where they aren’t accessed by children during the session. Where the item is of high monetary value, it is stored in a locked cupboard."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"When taking children to school - personal belongings of high monetary value will be taken by the member of staff to the school and handed to the supervising staff. "}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"When children are being collected - the member of staff who supervises children leaving by the door and signs them out of the register will gather up personal belongings and keep them with them by the door to hand to parents/carers."}]}]}26:T12a0,{"type":"doc","content":[{"type":"heading","attrs":{"level":1},"content":[{"type":"text","text":"Suspensions and Exclusions Policy"}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"The Hive will deal with negative and inappropriate behaviour by using constructive behaviour management techniques. We will involve staff, parents and children to tackle disruptive and challenging behaviour collectively."}]},{"type":"paragraph","content":[{"type":"text","text":"We acknowledge that some children will require additional support in order to achieve acceptable levels of behaviour. When we identify a child with these needs, we will work closely with the parents or carers to deal with the inappropriate behaviour in accordance with our "},{"type":"text","marks":[{"type":"bold"}],"text":"Behaviour Management"},{"type":"text","text":" policy."}]},{"type":"paragraph","content":[{"type":"text","text":"Where a child "},{"type":"text","marks":[{"type":"italic"}],"text":"persistently"},{"type":"text","text":" behaves inappropriately, we will implement the following procedure:"}]},{"type":"paragraph","content":[{"type":"text","text":"1. Give the child a formal warning; staff will explain why the behaviour is unacceptable along with the consequences of further incidents."}]},{"type":"paragraph","content":[{"type":"text","text":"2. Staff will encourage the child to discuss their behaviour, to explain their actions and to identify strategies for avoiding such incidents in the future."}]},{"type":"paragraph","content":[{"type":"text","text":"3. Details of formal warnings, suspensions and exclusions will be recorded on an "},{"type":"text","marks":[{"type":"bold"}],"text":"Incident record"},{"type":"text","text":" and kept in the child’s records."}]},{"type":"paragraph","content":[{"type":"text","text":"4. The formal warning will be discussed with the child’s parents, and all staff will be notified."}]},{"type":"paragraph","content":[{"type":"text","text":"Staff will inform the manager if a child’s behaviour warrants suspension or exclusion."}]},{"type":"paragraph","content":[{"type":"text","text":"We will only suspend or exclude a child from the Club as a last resort, when all other behaviour management strategies have failed or if we feel that children or staff are at risk."}]},{"type":"paragraph","content":[{"type":"text","text":"Suspensions and exclusions will be fair, consistent and appropriate to the behaviour concerned, and will take account of the child’s age and maturity as well as any other factors relevant to the child’s situation. If appropriate, we will seek advice from other agencies; this may include accessing funding for additional support."}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":"Temporary suspensions"}]},{"type":"paragraph","content":[{"type":"text","text":"Temporary suspensions will be applied in the following situations:"}]},{"type":"paragraph","content":[{"type":"text","text":"● Where formal warnings have failed to improve a child’s persistent, challenging and unacceptable behaviour."}]},{"type":"paragraph","content":[{"type":"text","text":"● In the event of an extremely serious or dangerous incident we will suspend a child with immediate effect. We will contact the parents and ask that the child be collected immediately. Immediate suspensions require the manager’s agreement."}]},{"type":"paragraph","content":[{"type":"text","text":"The Club may temporarily suspend the child for a period of up to 15 consecutive days. If the Club takes this step, we will discuss our concerns with the parents/carers in order to work together to promote a more desirable pattern of behaviour."}]},{"type":"paragraph","content":[{"type":"text","text":"At the end of the suspension period the manager will meet with the parents/carers and the child, in order to agree to any conditions relating to the child’s return to the Club."}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":"Permanent exclusion"}]},{"type":"paragraph","content":[{"type":"text","text":"In exceptional circumstances, and only when all other attempts at behaviour management have failed, it may be necessary to permanently exclude a child from the setting."}]},{"type":"paragraph","content":[{"type":"text","text":"If a child is excluded from the Club, the parents/carers will be given a verbal and written explanation of the issues and subsequent actions. The parent/carer has the right to appeal to the Club’s management against the exclusion within 14 days of receiving written notification of the exclusion."}]}]}27:T144a,{"type":"doc","content":[{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":"Complaints Policy"}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":" "}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"At The Hive we aim to work in partnership with parents to deliver a high quality child care service for everyone. If for any reason we fall short of this goal, we would like to be informed in order to amend our practices for the future. Our complaints policy will be displayed on the premises at all times. Records of all complaints will be retained for a period of at least three years. A summary of complaints is available for parents on request."}]},{"type":"paragraph","content":[{"type":"text","text":"The manager will generally be responsible for dealing with complaints. If the complaint is about the manager, the registered person or other senior member of staff will investigate the matter. Any complaints received about staff members will be recorded on an "},{"type":"text","marks":[{"type":"bold"}],"text":"Incident log"},{"type":"text","text":" and a "},{"type":"text","marks":[{"type":"bold"}],"text":"Complaints log"},{"type":"text","text":" will be completed. Any complaints made will be dealt with in the following manner:"}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":"Stage one"}]},{"type":"paragraph","content":[{"type":"text","text":"Complaints about aspects of Club activity:"}]},{"type":"paragraph","content":[{"type":"text","text":"● The manager will discuss the matter informally with the parent or carer concerned and aim to reach a satisfactory resolution."}]},{"type":"paragraph","content":[{"type":"text","text":"Complaints about an individual staff member:"}]},{"type":"paragraph","content":[{"type":"text","text":"● If appropriate the parent will be encouraged to discuss the matter with staff concerned."}]},{"type":"paragraph","content":[{"type":"text","text":"● If the parent feels that this is not appropriate, the matter will be discussed with the manager, who will then discuss the complaint with the staff member and try to reach a satisfactory resolution."}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":"Stage two"}]},{"type":"paragraph","content":[{"type":"text","text":"If it is impossible to reach a satisfactory resolution to the complaint through informal discussion, the parent or carer should put their complaint in writing to the manager. The manager will:"}]},{"type":"paragraph","content":[{"type":"text","text":"● Acknowledge receipt of the letter within 7 days."}]},{"type":"paragraph","content":[{"type":"text","text":"● Investigate the matter and notify the complainant of the outcome within 28 days."}]},{"type":"paragraph","content":[{"type":"text","text":"● Send a full response in writing, to all relevant parties, including details of any recommended changes to be made to the Club’s practices or policies as a result of the complaint."}]},{"type":"paragraph","content":[{"type":"text","text":"● Meet relevant parties to discuss the Club’s response to the complaint, either together or on an individual basis."}]},{"type":"paragraph","content":[{"type":"text","text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"If child protection issues are raised, the manager will refer the situation to the Club’s Child Protection Officer, who will then contact Social Care and follow the procedures of the "},{"type":"text","marks":[{"type":"bold"}],"text":"Safeguarding Children Policy"},{"type":"text","text":". If a criminal act may have been committed, the manager will contact the police."}]},{"type":"paragraph","content":[{"type":"text","marks":[{"type":"bold"}],"text":" "}]},{"type":"paragraph","content":[{"type":"text","text":"This complaints policy is to be followed where service users are aggrieved about any aspect of service provision, and in relation to conduct of staff and standards of service. However, the Complaints Policy – and procedures therein – are not appropriate to be used when an allegation is made against a member of staff where child welfare is concerned. In these circumstances specific Kent Safeguarding Children’s Board procedures, as informed by the ‘Working Together to Safeguard Children’, and related guidance should be adopted to ensure effective multi-agency working and transparency. "}]},{"type":"heading","attrs":{"level":2},"content":[{"type":"text","text":"Making a complaint to Ofsted"}]},{"type":"paragraph","content":[{"type":"text","text":"Any parent or carer can submit a complaint to Ofsted about Junior Junction Club at any time. Ofsted will consider and investigate all complaints. Ofsted’s address is: Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD"}]},{"type":"paragraph","content":[{"type":"text","text":"Telephone: 0300 123 1231 (general enquiries)"}]},{"type":"paragraph","content":[{"type":"text","text":"0300 123 4666 (complaints)"}]}]}b:["$","$L21",null,{"state":{"mutations":[],"queries":[{"dehydratedAt":1786823485319,"state":{"data":null,"dataUpdateCount":1,"dataUpdatedAt":1786823485287,"error":null,"errorUpdateCount":0,"errorUpdatedAt":0,"fetchFailureCount":0,"fetchFailureReason":null,"fetchMeta":null,"isInvalidated":false,"status":"success","fetchStatus":"idle"},"queryKey":["authSession"],"queryHash":"[\"authSession\"]"},{"dehydratedAt":1786823485319,"state":{"data":{"status":"session","activityGroupItems":[],"lineItemsCount":0,"subTotal":0,"total":0,"balance":0,"availablePaymentMethods":[],"selectedAttendees":[],"lineItems":[],"isAdjusted":false,"isProcessing":false},"dataUpdateCount":1,"dataUpdatedAt":1786823485319,"error":null,"errorUpdateCount":0,"errorUpdatedAt":0,"fetchFailureCount":0,"fetchFailureReason":null,"fetchMeta":null,"isInvalidated":false,"status":"success","fetchStatus":"idle"},"queryKey":["cart"],"queryHash":"[\"cart\"]"},{"dehydratedAt":1786823485320,"state":{"data":[{"_id":"6863b3acfb8a0bd984171cab","name":"Safety and Procedure Policy","text":"I have read and understood The Hive Safety and Procedures Policy Safety and Procedure","usage":"registration","linkToPolicy":true,"policyText":"$22","enabled":true,"client":"685926bba656e1a7b25b8e2f","created":"2025-07-01T10:08:44.759Z","updated":"2025-07-01T10:08:44.759Z","__v":0,"id":"6863b3acfb8a0bd984171cab"},{"_id":"6863b404f174fd36ab6a2b7b","name":"Complaints Procedure","text":"I have read and understood The Hive Complaints Procedure cancellation policy","usage":"registration","linkToPolicy":true,"policyText":"$23","enabled":true,"client":"685926bba656e1a7b25b8e2f","created":"2025-07-01T10:10:12.838Z","updated":"2025-07-01T10:10:12.838Z","__v":0,"id":"6863b404f174fd36ab6a2b7b"},{"_id":"6863b44acb99f6b0edee30a6","name":"Illness and Accident Policy","text":"I have read and understood The Hive Illness and Accident Policy cancellation policy","usage":"registration","linkToPolicy":true,"policyText":"$24","enabled":true,"client":"685926bba656e1a7b25b8e2f","created":"2025-07-01T10:11:22.990Z","updated":"2025-07-01T10:11:22.990Z","__v":0,"id":"6863b44acb99f6b0edee30a6"},{"_id":"6863b51adef5d065cb80055c","name":"Personal Belongings","text":"I have read and understood The Hive Personal Belongings Policy cancellation policy","usage":"registration","linkToPolicy":true,"policyText":"$25","enabled":true,"client":"685926bba656e1a7b25b8e2f","created":"2025-07-01T10:14:50.061Z","updated":"2025-07-01T10:14:50.061Z","__v":0,"id":"6863b51adef5d065cb80055c"},{"_id":"6863b56f47361224497fa566","name":"Suspension and Exclusion Policy","text":"I have read and understood The Hive Suspension and Exclusion Policy cancellation policy","usage":"registration","linkToPolicy":true,"policyText":"$26","enabled":true,"client":"685926bba656e1a7b25b8e2f","created":"2025-07-01T10:16:15.265Z","updated":"2025-07-01T10:16:15.265Z","__v":0,"id":"6863b56f47361224497fa566"},{"_id":"6863b621032866386cf64e84","name":"Complaints Procedure","text":"I have read and understood The Hive Complaints Procedure complaints procedure","usage":"registration","linkToPolicy":true,"policyText":"$27","enabled":true,"client":"685926bba656e1a7b25b8e2f","created":"2025-07-01T10:19:13.127Z","updated":"2025-07-01T10:19:13.127Z","__v":0,"id":"6863b621032866386cf64e84"},{"_id":"6863b66aad4905917936af08","name":"Changes to Medical/Dietary Requirement","text":"I have informed The Hive via email of any changes to my childs dietary or medical requirements","usage":"booking","enabled":true,"client":"685926bba656e1a7b25b8e2f","created":"2025-07-01T10:20:26.630Z","updated":"2025-07-01T10:20:26.630Z","__v":0,"id":"6863b66aad4905917936af08"},{"_id":"6863b6e21c967c1ac8020f17","name":"Terms and Policies","text":"I have read and understood The Hive terms and policies","usage":"booking","enabled":true,"client":"685926bba656e1a7b25b8e2f","created":"2025-07-01T10:22:26.560Z","updated":"2025-07-01T10:22:26.560Z","__v":0,"id":"6863b6e21c967c1ac8020f17"}],"dataUpdateCount":1,"dataUpdatedAt":1786823485313,"error":null,"errorUpdateCount":0,"errorUpdatedAt":0,"fetchFailureCount":0,"fetchFailureReason":null,"fetchMeta":null,"isInvalidated":false,"status":"success","fetchStatus":"idle"},"queryKey":["agreements","$undefined","$undefined"],"queryHash":"[\"agreements\",null,null]"},{"dehydratedAt":1786823485320,"state":{"data":"$7:props:children:props:client","dataUpdateCount":1,"dataUpdatedAt":1786823485319,"error":null,"errorUpdateCount":0,"errorUpdatedAt":0,"fetchFailureCount":0,"fetchFailureReason":null,"fetchMeta":null,"isInvalidated":false,"status":"success","fetchStatus":"idle"},"queryKey":["client"],"queryHash":"[\"client\"]"}]},"children":[null,"$L28","$L29","$L2a"]}]