Complaints & Compliments
Making a Complaint and Giving Compliments
We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We assure all service users that no-one will be victimised for making a complaint, and we encourage service users to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage service users to comment when relatively minor matters are a problem to them, such as receiving cold food, or being kept waiting without explanation, or being spoken to in a manner that they do not like. It is our policy that all matters which disturb or upset a service user should be reported, recorded, and corrective action should be taken. Only in that way can we work towards meeting our aim of continuously improving our service.
Our commitment is that:
• All complaints will be taken seriously
• All complaints will be acted upon with fairness and impartiality
• Clients are entitled to involve an impartial third party in the complaint procedure if they so wish
Clients and their representatives may take their complaints to persons in authority outside the Company.
For Clients funded all or in part by Social Services or the Primary Care Trust, complaints may in the first instance be directed to them. For privately funded clients, a range of advocacy services are available locally and they will be happy to help you deal with the complaint. In the event of a serious issue and complaint, you should contact the CQC.
Care Quality Commission
151 Buckingham Palace Rd,
London SW1W 9SZ
Phone: 0300 061 6161
Local Primary Care Trust
Adult Social Care Access Team
Telephone: 0345 603 7630
Out of hours telephone: 0345 606 1212
P.O. Box 730, Warrington, WA4 6WU
Phone: 0330 440 1614
Service Users have the right to access external agents who will act in their interests to help them solve problems, discuss concerns etc. The Registered Manager will be happy to provide information on local advocacy groups and other support networks.
Some of those currently known to us are:
112 Springfield Road
Essex CM2 6LF
Telephone: 01245 346 106
Lines are open Monday to Friday between 9am and 5Pm