Providing Feedback on Care Co-ops
Feedback and evaluation
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An example of a Care Co-ops group evaluation taking place, where service users are encouraged to give feedback on the service they are receiving. |
Care Co-ops regards it as important that people who use our services are able to feel heard. We will act to ensure that people are able to compliments, criticisms, concerns and complaints both safely and appropriately. Care Co-ops will ensure that information is available and in accessible forms to service users as to their rights and how to contact other agencies for advice and further support as appropriate.
In order to facilitate this feedback process, Care Co-ops has a Compliments and Complaints Procedure in place. This process deals with a full range of issues with the exception of Adult Protection, insurance and legal issues. Within the complaints process, Care Co-ops will aim to:
- Enable service users to voice complaints and concerns about services without fear or guilt.
- Resolve complaints as quickly as possible and within agreed timeframes.
- Give service users confidence in terms of how to make a complaint and how it will be handled.
- Ensure that staff handle complaints in an appropriate and consistent manner.
- Regularly monitor and review policy and procedures to ensure that Care Co-ops continues to develop best practice in handling complaints and concerns.
- Ensure that Care Co-ops complies fully with its contractual obligations.
Making a Complaint about the Service
Should a service user wish to make a complaint about any aspects of Care Co-ops' service, these should be raised with Care Co-ops' designated Complaints Officer, either by telephone or in writing. The Complaints Officer is responsible for:
- Overseeing the implementation and effectiveness of the Complaints Procedure.
- Ensuring that staff are trained.
- Ensuring that information about the Complaints Procedure is given to everyone who needs it.
- Ensuring that appropriate records are kept.
Care Co-ops' appointed Complaints Officer:
Charlie Turner
Chief Executive Officer
Unit 5H, Westergate Business Centre
Westergate Road
Brighton
BN2 4QN
Tel: 01273 685300
Any service user accessing Care Co-ops' services can make a complaint. Complaints may also be made by someone acting on behalf of a service user, such as an advocate, carer, friend, or family member. The person making the complaint is called the complainant. When a service user raises a complaint about the service, they will be sent a copy of Care Co-ops' Complaints Procedure. This item can also be found in the Service User Handbook. If you would like to download a copy of the Service User Handbook, please click here.
Feedback Process Values
- Care Co-ops believes that feedback on its services, including complaints from service users is an essential part of how we provide services.
- Whilst investigating a complaint, Care Co-ops will ensure the rights of service users and staff are fully recognised. These rights include confidentiality, access to advocacy or support (including legal or trade union support) during the investigation, handling the complaint quickly and within agreed timescales, clear information about what is happening at each stage, and the outcome of the investigation.
- Where appropriate, following an investigation, an apology will be made and action taken to ensure the same thing does not happen again.
Advocacy and Support for Service Users making a Complaint
All service users who make a complaint will be asked if they would like someone present with them to act as an advocate or support person when they meet with a Care Co-ops worker at any stage of the complaint. Care Co-ops will help the person access these services if they want to use them. The following agencies may also be contacted directly for advice by service users:
Mind Advocacy Service (for service users with a mental health support need)
79 Buckingham Road
Brighton
BN1 3RJ
Tel: 01273 685300
AdvoAct (for service users with a learning difficulty)
372-374 Portland Road
Hove
BN3 5SD
Tel: 01273 422175