Complaints Procedure

Complaints, concerns, comments & compliments

With respect to service user feedback concerning the quality of care services provided this information is formally reviewed for content and possible action. We classify service user feedback as follows, and is considered as positive through to negative feedback.

Types of feedback

  • Compliments – positive input regarding aspects of care service
  • Comments – still positive, but possible scope for improvement
  • Concerns – negative feedback where action may be required to address a problem.
  • Complaints – serious concerns on the part of the service user, requiring a formal action as described below.

There is formal process for the management and handling complaints from service users. This is documented in the complaints procedure. The Policy provides for appropriate investigation and a timely response to the complainant, and if required the means for the service user to take the complaint to the appropriate regulatory authorities. This is explained in the service user guide and the service user is also made aware of the right to complain prior to finalizing the care service contract.

Complaints Procedure

ExcelCare24 operates a fair and efficient complaints procedure which is accessible to all. Due to our constant monitoring of our systems we hope that you will not need to use this process.

These are the three stages of ExcelCare24 complaints process;

Stage 1

If you want to make a comment or complaint, contact the ExcelCare24 office with any concern relating to the service we provide. Rudo Nyakuhwa, the Manager at ExcelCare24, will take details of your complaint, and reply to you, by telephone or letter. If your complaint cannot be resolved within 24 hours, you can expect:

  • A written acknowledgement of your complaint within 2 working days of receipt of your complaint.
  •  A detailed written response within 20 working days of receipt of your complaint.
  • To be notified of any delays, with reasons, if a response within 20 days is not possible.

Stage 2

If you are not happy with the response to your complaint at stage 1

Please respond in writing or in person to RudoNyakuhwa the Director/Responsible Individual at ExcelCare24, who will investigate the matter fully and negotiate an amicable agreement. Initial contact will be made within 2 working days of the referral. The completion of the investigation will take place within 20 days of the initial referral or sooner if possible.

Stage 3

Should you be dissatisfied with the outcome of stage two, by the Registered Manager

Contact the Care Quality commission, the regulatory body for Domiciliary Care Agencies throughout the United Kingdom who will then investigate the matter on your behalf. Although they are not an investigation force, CQC can act / enforce to make sure that all issues or complaints are resolved.

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Contact us by phone on 03000 616161.
Email us at enquiries@cqc.org.uk.

At this stage, you may need to contact the Local Government Ombudsman to raise an issue about why you are not satisfied with the ExcelCare24 complaint outcome. The address and contact details are:

Local Government Ombudsman
PO Box 4771
Coventry, CV4 0EH
Tel: 0300 061 0614
Website: www.lgo.org.uk