Compliments and Complaints

Always interested and listening to you about your experience of our service.

We always welcome feedback on our services, whether these are compliments, complaints or suggestions for doing things better.

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• You should feel free to make any comments directly to your care workers, who may need to report them on to management for further action.

• If you prefer you might wish to take up the matter with the care worker. If at any point you feel that your concern raised is not taken seriously or acted on by the person to whom you first reported it, you should ask to be put in touch with the service manager.

• If you want any dissatisfaction with the service to be dealt with more formally you should take the steps outlined in the complaints procedure.

• If you feel that we have not dealt with a complaint to your satisfaction, you have the right to complain or report the matter directly to the local authority or health service if it is funding your care.

• We also have a duty of candour to always let you know if we make mistakes over any part of your care, therefore we will let you know and how we have or will put matters right.

• Keeping You Safe and Additional Information

• We will continue to give the protection of our service users the utmost priority. We will work closely with the local safeguarding adults board if we have grounds to suspect that anyone who is using our services is being abused or is at risk of being harmed.

• We require our staff to report and record any accident or mistake or near misses, no matter how minor so that all possible steps can be taken to prevent and avoid such incidents from happening again.

• If you are not satisfied with the handling of the incident, the complaint or the safeguarding concern, you may use the alternative routes for raising concerns or whistle blowing as provided in the service user handbook.

• Please refer to your service user handbook for further information or get in touch via this form.