Comments and Complaints Policy

Our aim is at all times to provide the best service we can with high standards of care. However, there may be occasions when you feel that we have not got it right. Should you have any query or complaint, Carole Barnes, the Registered Manager of SunCare welcomes comments of any nature from clients. All are encouraged to express their views about the way in which the services are provided and about their own personal needs. Should any client be unable to do this, SunCare would welcome such comments from others acting on their behalf.

Many concerns can be dealt with appropriately by discussion with the member of staff concerned. However, if you have an important request or complaint which you would like to be considered, please make the request known to the appropriate SunCare office, preferably in writing, or speak to us in person.

All complaints will be acknowledged within 48 hours. All investigations of complaints will be commenced with total confidentiality within 5 days. If expert advice is required, it will be sought from the relevant body.

People who have a service commissioned by a local authority have the right to complain to, and have their complaint investigated by them. The authorities’ main switchboard will be able to put you in touch with the appropriate person.

Herefordshire County Council Tel: 01432 260000

Shropshire County Council Tel: 0345 678 9000

Powys County Council Tel: 01597 827102

Once your complaint has been fully dealt with by SunCare, if you are not satisfied with the outcome you can refer your complaint to the relevant Government Ombudsman and ask for it to be reviewed. The Ombudsman provide a free, independent service.

The advice team can be contacted for information and advice, or to register your complaint:

Wales Tel: 0300 790 0203 E: ask@ombudsman-wales.org.uk W:www.ombudsman-wales.org.uk

The ombudsman will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.

SunCare is registered with and regulated by the Care Quality Commission (CQC) and Care Inspectorate Wales (CIW) The regulators cannot get involved in individual complaints about providers, but are happy to receive information about our service at any time.

You can contact the CQC at :-

Care Quality Commission National Correspondence

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

 

Tel: 03000 616161 W: www.cqc.org.uk/contactus.cfm

You can contact CIW at:

Care Inspectorate Wales

Welsh Government Office

Sarn Mynach

Llandudno Junction

LL31 9RZ

Tel: 0300 7900126W: www.careinspectorate.wales

 

Reviews of this policy

This policy will be reviewed annually by SunCare.