What is an Adult Health and Social Care Complaint?
Who can make a complaint?
How do I make a complaint?
Timescales
Adult & Community Services provide a wide range of services to look after you and your family, and are committed to providing the best possible service for our customers.
Customer Care is a priority and any feedback we receive is invaluable to help us continually monitor and develop our services. This can be in the form of either a complaint, compliment or general comment.
In the event that you are unhappy with any aspect of our service we will investigate your concerns and provide a full explanation. There are various ways that you can let us know about your issues, please follow the link for more information on how to make a complaint or comment.
Adult Social Care and Health
Complaints relating to Adult Social Care and Health matters need to be investigated in accordance with a separate piece of legislation and therefore will be investigated in line with the Adult & Community Services policy – ‘Valuing Customer Feedback.’ All other complaints are investigated in line with the Corporate Complaints Policy.
All information will be managed in compliance with the Data Protection Act.
Adult Health & Social Care matters are ones that arise from social care assessments, adult health care and social care services or policies surrounding these. These complaints are governed by statute. Some complaints will require Adult and Community Service to work with health care partners to investigate the matters.
A complaint can be made by;
- Any person who is receiving or has received services from Adult Social Care
- Any person who is affected, or likely to be affected by the action, omission or decision by the responsible organisation which is the subject of the complaint.
- A complaint may be made by a representative where the person has died or is unable to make a complaint
A complaint can be made by;
- Post
- E-mail
- Telephone
- Fax
There is also a complaint form available by contacting 01204 337288.
Our complaints procedure ensures that customers receive:
- An acknowledgement of their complaint including what will be looked at
- Updates about the complaint investigation and a final response
- Are given the opportunity to provide feedback on the complaint and its handling which will be used by us to learn from
Complaints to the Council should be made within a reasonable time frame of the event which caused the complaint to occur. In most cases 12 months is regarded as the appropriate limitation period.
Due to the complexity and sensitivities around Adult Social Care complaints we work with our customers to try and deal with their complaints quickly and effectively. As such, timescales are discussed with individuals and will be agreed between the Adults Customer Relations Team and the individuals concerned