Complaints and Compliments Procedure

If you have a problem with the way in which Rise and Shine Care or its Community Support Workers (CSW) are conducting himself or herself or would like to pass on a compliment, we would really appreciate hearing from you.

Please follow the procedures set out below in order that we can resolve the situation quickly and efficiently.

 

  1. If it is at all possible, discuss the problem with you CSW. They are employed in order to give service to you on a professional manner.
  2. If you feel you are unable to discuss the problem with you CSW or that it is more of a delicate matter, please contact a manager at Rise and Shine who will be more than happy to help. He/She will listen to your comments and will try to resolve the problem as soon as possible to your satisfaction.
  3. Social Services Department Service Users are respectfully informed that they can also contact their Social Working and/or Care Manager.
  4. In the case of an unresolved complaint, all clients are encouraged to contact the CSCI (Commission for Social Care Inspection). This is a government agency dedicated to monitoring, regulating and improving the standards expected of care providers. Their address is: Care Quality Commission, Ground Floor, Riverside Chambers, Castle Street, Tangier, Taunton, TA1 5AL. Tel: 01823 345960 Fax: 01823 345988, Email: enquiries@cqc.gsi.gov.uk Web: www.cqc.org.uk
  5. If you would like to pass on a compliment about the standard of care you are receiving, please feel free to contact the office on (01934) 643888 or, again, the CQC.

You may feel you need to have someone, such as a relative or friend represent you. We are happy to accommodate whatever wishes you feel most comfortable with. We are determined to monitor and improve on all aspects of our services in the community and therefore administer a Quality Assurance Programme. We will notify all of our clients and act upon any potential improvements to our service based upon the results of these surveys.