Complaints - Rivahcare

RAISING COMPLAINTS

Compliments, Comments and Complaints

Rivah Care has a formal complaints and comments procedure. We welcome complaints and comments about our services to improve them and prevent problems from re-occurring. Individuals will be invited by our staff to occasionally complete a user satisfaction form. Individuals are encouraged to take this opportunity to comment on our services.

The aim of Rivah Care is to investigate and resolve all complaints, openly, quickly, sensitively, and efficiently always. The purpose of our complaint’s procedure is not to apportion blame amongst parties involved but to investigate a complaint satisfactorily to the complainant.

General Principles

• Complaints procedure will be accessible to all.
• The organisation will respond in a rapid and sensitive way.
• The organisation responds to complaints open and transparent.
• The complaints procedure is supportive to those who find it difficult.
• The procedure is fair to individuals and associates alike.
• Lessons are learned in complaints resolution.

If individuals are dissatisfied in any way or have a complaint it is best to talk to the office staff. Most problems can be quickly resolved this way.  If individuals are still dissatisfied after speaking to the office staff, they can then follow access our formal complaints procedure as follows:

STAGE 1

A formal complaint can initially be addressed to our Manager. A formal complaint should be put in writing as soon possible. Rivah Care will endeavour to commence investigation within 3 working days of complaint. The complaints will need to be made within 12 months of the incident or discovery of the problem. This time limit should be used sensitively and with flexibility according to the seriousness of the incident. The Manager will acknowledge complaints and start procedure. Individuals will be informed of the outcome of the investigation in writing within 28 working days. However, some cases may take longer and the complainant will be made aware. If individuals are not satisfied with our internal complaint’s procedures, then they can proceed to Stage 2 or 3, which involves contacting other independent service.

Rivah Care Ltd recognizes the importance of Service Users being able to speak freely and raise a concern or complaint regarding anyone in the organisation, including the Registered Manager. Service Users are provided with information relating to who to contact in the event that this is necessary.

Unresolved Complaints in the event that a Service User feels that their complaint is unresolved, there are many bodies that can support or will need to be informed to assist with this

STAGE 2

Individuals can contact their local authority as part of Stage 2.

STAGE 3

You can complaint to the Local Government and Social Care Ombudsman

0300 061 0614

https://www.lgo.org.uk

A formal complaint can also be addressed to the CQC.

CQC, Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

Tel: 03000 616161