Serendipity Healthcare Ltd’s policy for complaints is intended to achieve Standard 26 – Complaints and Compliments of the National Minimum Standards for Domiciliary Care Agencies. Our agency accepts the rights of the service users to make complaints and to register concerns about the services received. We welcome complaints and look upon them as opportunities to learn, adapt, improve and provide better services.
Our policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by service users and their relatives, carers and advocates are taken seriously.
The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. It is not part of our agency’s disciplinary policy.
We believe that failure to listen to or acknowledge complaints leads to an aggravation of problems, service user dissatisfaction and possible litigation. Serendipity Healthcare Ltd supports the idea that most complaints, if dealt with early, openly and honestly, can be resolved at a local level between the complainant and the organisation.
We act on the basis that, wherever possible, complaints are best dealt with on a local level. If a local process does not satisfy either of the parties, the next step is to refer the matter to the Care Quality Commission (CQC) for them to investigate.
However we also recognise the right of complainants to approach the Care Quality Commission directly particularly if the complaint involves alleged abuse.
Care Quality Commission
National Correspondence
City Gate
Gallowgate
Newcastle-upon- Tyne
NE1 4PA
Tel: 03000 616161
A full detailed copy of Serendipity Healthcare Ltd complaints procedure is available by request.
The person/organisation registered with the Care Quality Commission for Serendipity Healthcare Ltd is:
Registered manager
Gwen Smith
Serendipity Healthcare Ltd
Unit 5
Millennium Way
Dunston Road
Chesterfield
S41 8ND
Tel: 01246 260843 Fax: 01246 454732