Thank you to everybody who returned our survey sent out in November.
We have produced the report below to show the results and share what actions we have taken in response.
We will be sending more surveys out in 6 months time.
Complaints, Suggestions and Compliments Our Company outcomes are to ensure that:
Service users, carers, relatives and their representatives are aware of how to complain, and that our company provides easy to use opportunities for them to register their complaints.
A named person will be responsible for the administration procedure.
Every written complaint is acknowledged within two working days.
Investigations into written complaints are held within 28 days.
All Complaints are responded to in writing by Compassionate Care Team Ltd
Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to both staff and service users.
The named Complaints Manager with responsibility for complaints is Naomi Bennett Registered Manager. Our company believes that wherever possible complaints are dealt with on a local level between the complainant and the establishment. If neither of the parties is not satisfied by a local process the case should be referred to the Care Quality Commission. Mrs Naomi Bennett Compassionate Care Team Ltd 35 Bridgegate Retford Notts DN22 7UX Tel: 01777 711129 – Mob: 07814889662
If you feel that the complaint is still unresolved then it would be passed to the following person. Mrs Sian Bell Compassionate Care Team Ltd 35 Bridgegate Retford Notts DN22 7UX Tel: 01777 711129 Fax: 03000616171 Compassionate Care Team Email: firstname.lastname@example.org
Should you require additional support to raise a concern or complaint Compassionate Care will happily assist you to access advocacy, language services and/ or referrals to speech and language therapy. Powher – Independent Advocacy in Nottingham and Nottinghamshire Telephone: 0300 4562364 Minicom: 03004562364 Email: email@example.com Post: PO BOX 14043 Birmingham, B69BL You can at any time write to the Care Quality Commission At: CQC National Customer Service Centre Citygate Gallowgate Newcastle upon Tyne NE1 4PA Telephone: 03000616161 If the complaint is still unresolved you can write to: The Local Ombudsman details can be found on your local council’s website or office. Compassionate Care Team Ltd operates in accordance with our ‘Duty of Candour Policy’. We are committed to working in a transparent, open and fair way in relation to the care we provide. As such, any feedback is encouraged and acted upon in way that enables the company to develop and improve service delivery.