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ComplaintsComments, compliments and complaints about Adult Social Care ServicesDamian CrowtherWell-being and Communities - Adult Social Care - February 2012 SSCU@kirklees.gov.uk Adult social care customer services procedure
Why your views are importantWe want to make sure our services reach the standard you expect but we know that sometimes mistakes can happen. If you tell us about our mistakes we can try to put them right and make improvements for everyone who uses our services.If you, a relative, friend or guardian receives a service from us, and have comments to make, good or bad, then please let us know. Kirklees Council and its partners have been working very hard to promote dignity and respect to everyone who uses our services. If you feel you have not been treated with dignity and respect we want to know. If you are not happy with the action taken, we can look into it as a complaint Who should I talk to?The best way to deal with a complaint is to talk to the manager of the service you receive. They will work with you to solve the problem so you feel happier with the service you get. If you don't know who to talk to, you can fill in the online Adult Social Care Services - Complaints, Comments and Compliments form.Alternatively, the Customer Services Team can advise you to make sure your complaint is looked into by the right people in order to provide the best possible outcome. What will happen?Your complaint will be passed to the responsible manager who will work with you to solve the problem. We encourage you to be involved at all times during the investigation into your complaint so that you are completely happy with the way it is being looked into.If you would like some help to make a complaint we can put you in touch with an advocate. Please contact the Customer Service Unit for more information. For more information regarding advocacy services go to www.cloverleaf-advocacy.co.uk Cloverleaf provide person centred advocacy services for people with mental health needs, people with learning disabilities, people with physical or sensory impairments, acquired brain injury, older people and carers. What if I am still unhappy?If you have discussed your concerns with the staff involved or completed the online form and are still unhappy, please let us know by contacting the Customer Services Unit. We may be able to work with you further to find a solution to your problem.Making a compliment or comment about a serviceIf you wish to compliment or make a comment about a service, team or individual Contact the Customer Service Unit. We will write to you to acknowledge this, record it and then pass it on to the relevant manager to look into.Keeping you safe from harmIf you or someone you know is being abused, for example physical, psychological, financial, sexual, neglect or discriminatory abuse, then please report it to Gateway to care on 01484 414933Visit the Safeguarding Adults section for more information on the council's Adult Safeguarding procedure. If you are unhappy with the actions that the council has taken regarding abuse, please contact the Customer Service Unit. We may be able to look into the matter as a complaint. Local Government OmbudsmanIf you are still not happy with the response you get from Adult Services you can make a complaint to the Local Government Ombudsman who will look at the way that local authority services are provided.The Local Government Ombudsman Advice Team PO BOX 4771, Coventry, CV4 0EH Email: advice@lgo.org.uk Tel: 0300 061 0614 Text: 0762 4804323 Or visit the website at www.lgo.org.uk Care Quality CommissionIf you have a complaint about a care home or service and you are not willing to complain to the home direct or the Council, you can address your complaint to the Care Quality Commission. They are responsible for making sure that providers meet the regulations and standards that apply to them.You can contact them at: Care Quality Commission CQC National Correspondence PO Box 1258 Newcastle upon Tyne NE99 5AU Telephone: 03000 616161 Email: enquiries@cqc.org.uk Or visit the website at www.cqc.org.uk Further information
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