Key Points
Purpose: To encourage open feedback that improves our services.
Scope: Applies to all carers, clients, families, and office staff.
Compliance: Aligns with CQC standards, the Care Act 2014, and other relevant legislation.
For Complaints:
Submit: Share verbally, in writing, or via our feedback form.
Acknowledge: We’ll confirm receipt within 24 hours.
Investigate: Led by the Registered Care Manager (RCM) or relevant care manager findings are shared within 7 working days.
Resolve: Final outcomes communicated within 14 working days.
For Compliments:
Share via phone, email, or review platforms.
Positive feedback is logged and shared with the team.
Recognised in meetings to highlight best practices.
FAQs
How do I log feedback?
Use the designated feedback mechanisms outlined above, or share directly with your manager or the office team.
What if I need support to handle a complaint?
Your manager or the RCM can guide you through the process.
What happens to compliments?
They’re shared with the relevant individuals or teams and logged for recognition.
Can I escalate unresolved issues?
Yes, you can escalate to the Chief Operating Officer or external bodies like the local authority or Ombudsman.