Complaints, suggestions and compliments

Introduction into our Home care complaints,suggestions and compliments procedure

We always aim to provide a high standard of care in all our services. Our Service Users’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know. If a complaint alerts us to possible abuse or neglect, we will tell the Council’s Adult Safeguarding Team. The Safeguarding Team will decide how to investigate and monitor outcomes.

Making a suggestion to our home care buisness

Often people feel more comfortable suggesting improvements than complaining formally. Suggestions can be made by anyone receiving services, or their friends/family. To make a suggestion you can:

Speak to the Manager or their Deputy

Utilise available comments or suggestion boxes if you would rather make your suggestion that way

If the suggestion is something that The Local Care Group Limited as a company needs to consider you can send it to:

Amy Thornton
The Local Care Group Limited
Cropwell Bishop,
Nottingham,
NG12 3BE

0115 648 3410
hello@thelocalcaregroup.com

Making a Complaint About Home care

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

The Local Care Group Limited assures Service Users and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

Who Can Complain?

Anyone impacted by the services provided by The Local Care Group Limited has the right to file a complaint. A representative may submit a complaint on behalf of the affected individual in the following circumstances:

- The individual has passed away

- The individual is unable to file a complaint themselves

- The individual has authorised the representative to act on their behalf

If you feel uncomfortable submitting a complaint personally and do not have someone who can communicate on your behalf, we are more than willing to assist you in finding a representative from an independent organisation to advocate for your concerns.

How You Can Make A Complaint about our home care

You may submit a complaint through the following channels:

- In person

- By telephone

- Via a member of our staff

- Through an advocate or representative

For verbal complaints, we will create a written record and provide you with a copy within three working days. Additionally, you have the option to submit your complaint by:

- Letter

- Email

Thank you for bringing your concerns to our attention.

Anonymous Complaints

We deal with anonymous complaints under the same procedure. However, it should be noted, if you provide contact details, we can update you on the outcome of our investigation.

Responsibility

The Registered Manager has overall responsibility for dealing with all complaints made about their service. We will provide, as far as is reasonably practical:

Any help you need to understand the complaints procedure

Advice on where you may get that help

Information about making a complaint in a way you can understand

How We Handle home care Complaints

The Registered Manager or The Local Care Group Limited may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will formally acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

Details of the findings

Any action we have taken

Our proposals to resolve your complaint

Time Limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. However, we will consider whether you had a good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

Further Steps

At any stage during the process, if you are not happy with the way The Local Care Group Limited is dealing with your complaint you can contact the Registered Manager at:

The Local Care Group Limited Cropwell Bishop,
Nottingham
NG12 3BE

0115 648 3410

hello@thelocalcaregroup.com

You can also contact your Local Authority Complaints Team to complain. You can contact the Local Authority Complaints Team at:

Local Authority Complaints Team on 0300 500 8080

Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Local Government and Social Care Ombudsman and ask for it to be reviewed. The Local Government and Social Care Ombudsman provides a free independent service.

You can contact them at:

The Local Government and Social Care Ombudsman
PO Box 4771
Coventry

CV4 0EH

Tel: 0300 061 0614

Email: advice@lgo.org.uk

Website: https://www.lgo.org.uk/
Complaint form: https://www.lgo.org.uk/complaint-form

NB: The Ombudsman will not normally investigate a complaint until the provider has had an opportunity to respond and resolve matters.

The services of The Local Care Group Limited are registered with, and regulated by, the Care Quality Commission. The CQC cannot get involved in individual complaints about providers but is happy to receive information about services at any time.

You can contact the CQC at:

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

Tel: 03000 616161

Fax: 03000 616171

Website: www.cqc.org.uk

*We can provide this policy in other languages or in other formats on request