Complaints Procedure

It is your right to complain if your are unhappy with any of the services provided by us. We promise to look into any complaints individually giving you feedback within 7 days. Where necessary complaints will be dealt with by our review panels, which comprise professionals with industrial relations experience.

Monitoring and feedback

Your views matter to us, we wish to know if you are satisfied with the services we provide. We always urge our clients to complete the periodic monitoring anf feedback questionnaire so as to enable us to improve our service where possible.

Code of practice

• To monitor and control a high level of quality care provision.
• Staff are selected for their empathy, skills and potential ability.
• All staff undergo an induction program, which includes a mandatory manual handing training for carers after the recruitment selection and interview process have been completed.
• All staff are issued with a handbook and manual containing copies of our policies and procedures, which are relevant to their role.
• To provide the best possible match of the skill and personality you require to the job to ensure that employees skills are utilised to the full.
• To ensure that no employee or client receives less favourable treatment on any ground within the context of equal opportunity policy.
• To ensure all staff understand and respond to customers needs and carry out all Health & Safety policies and procedures.
• Client will be sent an in depth Quality Assurance Questionnaire form at least once a year for quality control monitoring