Complaints Process

Better Care at Home Complaints Procedure

At Better Care at Home we aim to deliver an efficient, high quality service at all times. We do, however, accept that we might not always get it right first time. We believe that complaints should be dealt with quickly, efficiently, with respect and in total confidentiality.

Our complaints procedure is as follows:

If anyone is unhappy with any aspect of the service we provide the first step is to contact Rowan or Joannah using the contact details on the front page of this document. We will endeavour to resolve the problem quickly and to the satisfaction of all concerned.

We are a small organisation and are very careful about how we select our staff. However, we are aware that good therapeutic relationships are vital in the pursuit of top quality care provision. Therefore, clients may request a change of carer at any time.

Individuals have the right to submit complaints verbally or in writing at any time. We aim to resolve any verbal complaint within forty-eight hours, acknowledge any written complaint within seven days and resolve any written complaint within twenty-eight days.

Rowan and Joannah will be in close contact with the staff from Dorset Social Services and or the Care Quality Commission (where applicable) and the complainant throughout all stages of any complaint.

In the unlikely event that we are unable to resolve the issue to the complainant’s satisfaction or within a reasonable time frame, they are advised to contact the Care Quality Commission using the details below:

Care Quality Commission

National Correspondence
Citygate
Gallowgate
Newcastle-Upon-Tyne
NE1 4PA
Tel: 0300616161 http://www.cqc.org.uk/

It should be made clear that the Care Quality Commission do not investigate local complaints directly, but might use information to investigate the possibility of any breaches of regulations and deviations from guidelines.

If your care is provided by Better Care at Home under contract from Dorset Social Services then complaints may also be lodged via the following contact:

Social Services Directorate Complaints Officer

County Hall
Dorchester
DT1 1XJ
Tel: 01305 224 322