Annual survey feedback form Professionals/Employees: Overall feedback – Very Good
Annual survey Professional’s feedback: - Overall feedback - Good
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The agency was able to follow through working with health professionals.
The agency was able to communicate heath needs and can put into care plans agreed actions for care staff to follow.
The managers always clear in communication and always transparent
The agency provided exceptional support to the service user and responded in a timely fashion to request and concerns raised. The carers went above and beyond what is expected from a home care agency to ensure the service user was adequately supported
Annual survey feedback form Employees: Overall feedback – Very Good
We have an opportunity to participate in meetings and in this forum, we discuss any changes with service users, and this build our confidence for practice.
We can discuss and contact the office for advice any time.
2019: Service Users: Overall feedback - Very Good
Complaints procedure
Complaints
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In the unlikely event there have a problem, we will do everything we can to resolve it quickly and courteously.
A complaint can be received either verbally or in writing and can be made by:
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service user
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someone acting on behalf of a service user and with their written consent, e.g. an advocate, relative, Member of Parliament. etc.
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someone acting on behalf of a service user who is unable to represent his or her own interests, provided this does not conflict with the resident’s right to confidentiality or a previously expressed wish of the resident.
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A complaint can be made: by telephone; in writing; by email; or in person. All responses will be made/ followed up in writing (preferably email).
Complaints can be made to:
At Home Support Services Ltd
Blu- Ray House
Suite 3 62 Alexandra Road
Enfield
EN3 7EH
020 3620 8833 or info@athomesupportservices.com
Once your complaint has been fully dealt with by At Home Support Services Ltd, if you are not satisfied with the outcome, you can complain to the Local Government Ombudsman (LGO). The LGO provides a free independent service. You can contact the LGO Advice Team for information and advice, or to register your complaint:
Telephone: 0300 061 0614
Email: advice@lgo.org.uk
Website: www.lgo.org.uk
The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.
Our service is registered with and regulated by the CQC. The CQC cannot get involved in individual complaints about providers, but is happy to receive information about our services at any time. You can contact the CQC at:
Care Quality Commission (CQC)
National Correspondence, Citygate
Gallowgate, Newcastle upon Tyne
NE1 4PA
Telephone: 03000 616161/ Fax: 03000 616171