COMMENTS, COMPLIMENTS & COMPLAINTS
Our Policy:
The Care Worker Agency & We Care prides itself is providing a high quality of care to people at home. We promote an open and transparent service to our customers and as such, are always willing to learn from customer comments in order to help us improve our service. It is only by taking notice of the complaints, compliments and comments made by our customers and others that we are able to check whether we are delivering the service we promise and the standards expected.
Customers must not under any circumstances feel they may be discriminated against for making a complaint and will receive the necessary support to do so from our management and staff. We wish you to feel confident in the knowledge that there will be no negative impact on your care or support.
There might be occasions when a person needs help to voice their concerns or complaints. Where a customer or their representative require support to make a complaint, The Care Worker Agency & We Care will enable them to do so or try to facilitate this by providing information regarding local independent advocacy services for example.
Advocacy services will support a person who needs help to express themselves, have their views heard and to be listened to. The role of an advocate is to remain independent from the service provider (and others) and to focus specifically on promoting the rights and presenting the views of the individual.
Our Procedure:
If you wish to make a complaint we will:
- Respond sensitively and listen carefully to your concerns in confidence.
- Acknowledge your complaint in writing within one working day and keep records relating to your complaint.
- Tell you the name of the person who will be dealing with your complaint.
- Investigate your complaint thoroughly as soon as possible, taking no longer than 28 days to resolve your complaint where possible, providing you with a written report.
- We will keep you advised of the progress relating to your complaint on at least a weekly basis.
You may make your complaint verbally, in writing and/or through your representative or advocate.
All customers, or their advocates, have the right to complain to the relevant social services department (if their care is being funded or part-funded by social services) and everyone has the right to complain to the Care Quality Commission.
Reviewed April 2025 by Fay Townsend-Jackson