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. These reviews classify service user feedback as follows, and is considered as positive through to negative feedback.

Types of Feedback

Compliments:
Positive input regarding aspects of the 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 formal action as described below:

There is a formal process for the management and handling of complaints from Service Users. This is documented in the complaint’s 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.

Compliant Procedure

To ensure that the service we provide matches client’s needs and their expectations we welcome any comments they may care to make.

As one of our clients you are perfectly entitled to make complaints at any time. If you wish to complain about the service, you receive from us then you should follow the steps below:

If possible, the problem should be discussed with the person providing the service.

If you feel unable to discuss the problem with them or you feel they are unable to solve the problem, then you should contact Oiza Health Care Ltd Registered Manager.

If possible, at this stage you should record your complaint in writing and send it to Oiza Health Care Ltd address to the Registered Manager.

You may wish to ask a relative to write out the complaint for you, where possible you may sign it if you can.

If you are not happy about making the complaint yourself and you do not know someone who is prepared to talk to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

If we receive a written complaint it may take a little time to consider it fully but we will write to you within one week to acknowledge receipt of the complaint and to inform you of the steps we are taking to resolve it.

If no immediate solution is found we will investigate the complaint fully, contacting those concerned. We will then write to you within a further 4 weeks with details of our findings, any action we have taken, and proposals to resolve your complaint.

The Company Director will review all complaints received and the outcomes to ensure that a satisfactory conclusion has been reached.

As part of Oiza healthcare limited quality assurance process all concluded complaints will be followed up/ reviewed within 3 months. The company director will contact the complainant to ensure that they are satisfied with the outcome and services have improved.

It is the policy of the Company to ensure that compliments outweigh complaints.

The company ensures that its entire staff are highly skilled are trained in identifying abuse situations and providing a service that safeguards protection of vulnerable adults. We employ in-depth polices which all our care workers are aware of and practice and follow the steps to take if they have any concerns regarding possible abuse situations. However, if you are concerned about such a situation your first step is to contact the Registered Manger, who will instigate the company’s SOVA procedure.

If you are dissatisfied with the result of our investigation, what you do next depends on whether your care is being arranged on your behalf by a Social Care Department or is being paid for privately.

Where your care is being arranged on your behalf by Social Services department you should contact appropriate services, thus customer services.

Where your care is being bought privately, then contact:
Care Quality Commission
National Correspondence
City Gate
Gallowgate
Newcastle Upon Tyne
NE1 4PA

Compliments
We would also like to hear from you if you are satisfied with the service provided to you by Oiza Healthcare Limited and would like to share your opinion with us. Please write to either Oiza Health Care Ltd, or the Care Quality Commission at the address above.

Circumstances Where Your Care May Be Refused
The circumstances in which the agency may cease to provide services to a service user.

There are certain exceptional circumstances in which a service would be withdrawn. These are usually as a consequence of risk to the health and safety of service users and /or care workers. They include environmental factors where the home is unsafe for staff to work in, where certain infections are present or, where service user behavior is such that it would be unsafe for staff to work. We carry out detailed risk assessments of each home to establish whether any measures for staff safety are identified. In exceptional circumstances a meeting would be arranged with all interested parties, issues discussed, actions agreed.it is best clinical practice.

In the event of staff being replaced due to absence, we will ensure that contact is made in the first instance outlining the temporary change in service.

In the event of a permanent change, as a result of a review, an outcome letter will detail these changes to the service user.