Compliments and Complaints

 

It is always encouraging when someone is motivated enough to compliment a member of staff and the service.  We openly welcome all compliments received and ensure they are passed on and recorded, as outlined in our policy.

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We welcome feedback in any form and believe that feedback provides the opportunity to learn, adapt, and provide better services. We have a policy intended to provide information to all the clients about how to provide a compliment, comment, or complaint if they wish to do so.

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All feedback will be taken seriously and dealt with properly. We treat all complaints in adherence to the Fundamental Standards of Quality and Safety in that all complaints must be appropriately investigated, and appropriate action taken in response.

 

Complaints Procedure

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If you wish to make a comment, compliment, or complaint about AHHCP, we would like you to tell us. You can do this at any time to one of the members of Angela Hamlin Health Care Professionals listed below:

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• Care Coordinator

• Human Resources

• Registered Manager

• Director of Operations

• Managing Director/Founder

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You will also be provided with an opportunity to raise any comments or complaints about the service that you receive during your regular reviews and quality assurance visits. Any comments or compliments will be recorded on complaints, compliments and comments form. These forms are stored in a separate file and, where appropriate, compliments will be passed on the relevant members of staff.           

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How your complaint will be investigated:

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All complaints will be acknowledged in writing within 3 working days. The acknowledgment letter will contain the name of the person who is investigating your complaint. 

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Your complaint will be thoroughly investigated by AHHCP. This will be done within 28 working days and AHHCP will provide you with a written response detailing the results of the investigation and any action that has been taken.

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During the investigation the manager will need to collect and examine evidence in a variety of ways, this may include carrying out interviews, looking at written records and copies of documentation and they may wish to come and visit you.

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You will be kept informed about the progress of the investigation by the manager either by telephone or in writing.

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If AHHCP fully dealt with your complaint and you are not satisfied with the outcome you may wish to complaint to the Local Government Ombudsman (LGO). The LGO provides a free, independent service and can be contacted for advice, guidance or to register a complaint.

 

External contacts

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Ask the Local Government & Social Care Ombudsman to investigate the matter on your behalf. The ombudsman will investigate cases of maladministration. It cannot look into the decision made by us but can look into the way in which a decision was reached. This service is free of charge and is available to customers who fund their own care as well as customers who receive funding from their local authority.

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• Local Government & Social Care Ombudsman

       PO Box 4771​

       Coventry

       CV4 0EH 

       Telephone Number - 0300 061 0614​​

 

Parliamentary and Health Service Ombudsman (Individuals who are NHS funded)

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Individuals have the right to make a compliant or raise a concern about a service that is NHS funded. The following contact details are free to use:

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• Helpline: 0345 0154033

        Website: www.ombudsman.org.uk/making-complaint

 

Care Quality Commission (CQC)

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Whilst complaints should not be directed to the Care Quality Commission, (CQC) in the first instance, they can be contacted for advice and you are permitted to raise concerns that you may have regarding your provider at any time, regardless of whether there has been an investigation undertaken by your provider.

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Tell the regulator for adult health and social care, if you think that our service may be in breach of its statutory duties. The regulator will look into cases where the provider of services may be failing to comply with essential standards of quality and safety:

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• Care Quality Commission (CQC)
  Citygate, Gallowgate
  Newcastle upon Tyne
  NE1 4PA                                  

       Telephone Number - 03000 616161

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For a full copy of our complaints procedure, please ask and we will be happy to provide you with one.