What happens to a complaint?

Concerns and complaints are treated seriously. Those received in writing will receive a written reply, whether or not a meeting has taken place to discuss any point raised. If you want a written reply to a verbally expressed concern or complaint, please make that clear at the time.

You can ask that your concern or complaint be made known to another professional, your social worker for example. We will do this as quickly as possible.

Our process for dealing with complaints is as follows.

  • The care director or general manager or in their absence their authorised representative will acknowledge receipt of a complaint within 2 days if received by telephone or 5 days if received in writing.
  • Details will be recorded or cross referenced by SureCare on an internal complaint form.
  • Actions to resolve the complaint will be identified and implemented.
  • The response of the complainant to the outcome of the actions will be recorded.
  • If the complainant is not satisfied with the outcome and is not a private client then with his/her agreement a report will be submitted to the purchasing authority.
  • Complainants will be reminded of the right to complain to the registration authority.

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