Care Counts

For your information

Complaints Procedure

We take all complaints seriously and aim to put things right, learning lessons to avoid the problem happening again.

Our approach

Care Counts Ltd understands complaints to be an expression of dissatisfaction requiring a response, communicated verbally, electronically, or in writing. Complaints may be made by any Service Users, their family or advocate acting on their behalf, with their consent or in their best interests.

Care Counts Ltd takes complaints seriously. We will aim to put things right that have gone wrong and learn lessons to avoid the problem happening again. Our complaints process is fair, transparent and does not discriminate on any grounds.

The main point of contact for complaints is Mrs Samantha Burrows. Complaints should be submitted within 12 months of the incident or concern arising.

The complaints procedure

1

Immediate resolution

When a complaint is raised to staff, staff will make every effort to resolve it immediately to the satisfaction of the complainant.

2

Apology & explanation

Staff will apologise for the fact that there was the need to complain in the first instance and explain the complaints process as described in the procedure steps.

3

Escalation & logging

Staff will report the complaint to the most senior member of staff on duty and the complaint will be formally logged.

4

Formal acknowledgement

Formal acknowledgement of all complaints received will be sent within 3 working days to the complainant, including who will investigate, how it will be handled, and a time limit (usually 28 days).

5

Investigation & response

Following a full investigation, a response letter will be sent stating clearly whether the issue is "upheld", "partially upheld" or "not upheld", with an explanation of the outcome and any remedial action.

6

Resolution

The complaint will be closed once confirmation has been received that there is satisfaction with the outcome. In the event of dissatisfaction, Care Counts Ltd will support the complainant to access further support.

Compliments & suggestions

Care Counts Ltd welcomes compliments and suggestions and recognises their importance in celebrating the success of our service and identifying opportunities for improvement. All compliments are shared with staff and numbers of compliments received are logged as part of our quality assurance programme.

Unresolved complaints

If you are not satisfied with the outcome, you may contact the following external bodies:

Care Quality Commission (CQC)

  • Website: www.cqc.org.uk
  • Email: [email protected]
  • Address: Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA
  • Tel: 03000 616161

Local Government & Social Care Ombudsman

  • For those funded by local authority or self-funded
  • Website: www.lgo.org.uk
  • Email: [email protected]
  • Tel: 0300 061 0614
  • PO Box 4771, Coventry CV4 0EH

Parliamentary & Health Service Ombudsman

  • For NHS-funded service users
  • Tel: 0345 015 4033
  • Email: [email protected]
  • Website: www.ombudsman.org.uk

Call us today on 01484 424744

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