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Care Quality Commission Rewarded Wilnash with Good Ratings (Report April 2017)

Service User Statement of Purpose

 
Care Quality Promise

We want you to tell us how you feel about the service that you receive.  We like to know when we are getting it right – but we also want to learn how to improve things if you tell us that you are not happy with any aspect of our service.  You can complete this form online to make either a compliment or a complaint or print a copy and post to us.
To let us know of work which you have been particularly pleased with you can go straight to the form.

Complaints
If you wish to make a complaint then please read through the following sections. If possible you should discuss the problem with your Care Manager who will do their best to resolve the problem quickly to your satisfaction.
You can complain over the telephone by ringing Wilnash Care office and your complaint will be put into writing.  Alternatively you can register your complaint via our website or you can request a complaints form and send it to us.
When we receive a written complaint, the Care Manager or a Director will contact you within 3 working days to discuss the matter or provide a solution immediately if possible, if the matter cannot be dealt with straight away, a response will be provided within one week.
Verbal complaints should be directed to the Care Manager, who may be able to deal with the complaint immediately over the telephone, and can provide written acknowledgement if you require it. Where the manager cannot deal with the issue they will pass it on to the Operations Manager.
For serious matters, an investigation will take place and we will contact those concerned. We will write to you within a further three weeks with details of our findings where appropriate of any action we have taken and proposals to rectify the situation.

Complaints Process
In most instances we can sort out a problem on the spot by making sure that we have understood your concern and responded appropriately.
Complaints that are more serious are passed onto to the Operations Manager who will contact you and undertake a telephone interview with you to discuss the problem further and how you wish us to deal with it.
If a complaint can still not be satisfactorily resolved, a member of our management team will visit you for a one to one discussion.
With all the good will in the world occasionally things go wrong and another director needs to look at what happened. You have the right to ask for this.
You can contact your Local Council at any stage of the complaint.
If at the end you are still unhappy and feel that your complaint has not been resolved to your satisfaction, you can forward the details of your complaint to: Care Quality Commission.

Staff
All our staff will be prepared to help you express your point of view - to make a complaint or even if you want to offer thanks for good work.
All the information our staff receive will be dealt with confidentially, to protect all those involved.
You may wish to ask a friend or relative to write out the complaint for you, which if possible you should then sign. Alternatively your Care Manager will help you to put your complaint in writing if you complain verbally.


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