Customers are at the heart of everything we do and by listening to the people we care for, we will improve our services and continue to make them safer and more responsive. We will learn lessons that will benefit everyone – not only the people to whom we provide services, but our commissioners, our staff and all our other stakeholders. Sharing and learning from what our customers tell us will support our planning and the delivery of care in all our services and facilities.
You can provide your feedback – good or bad – quickly and easily through the feedback form on this site.
Making a complaint
If you are dissatisfied with any aspect of our service, you may wish to make a more formal complaint.
We take all the complaints we receive very seriously and do our best to work with our customers to sort them out as soon as possible after they are brought to our attention.
We ask that you give us the details of your complaint within 12 months of the incident, or within 12 months of you becoming aware of the problem. We will respond to your concerns considerately, quickly and as effectively as possible.
It spans three stages, though we are pleased to say that the majority of concerns raised can be resolved in the first stage.
Stage one: Local resolution
You can make a complaint:
- verbally (in person or by phone)
- in writing
- electronically, for example, via email or text message
- via online feedback channels.
We will contact you within three working days of receiving your complaint to find out how you would like it to be taken forward and investigated. We will also agree an appropriate timescale for our response. This response will tell you how we investigated the complaint, the evidence we considered, the conclusions we reached and any actions we have taken.
When we look at your complaint, we will aim to:
- find out what happened
- identify what went wrong
- give you the opportunity to discuss the problem with those concerned
- ensure you receive an apology if one is due
- identify what we can do to avoid similar issues in future
It may be helpful for you to meet with the service manager and the team involved to discuss your concerns. If this is the case, we will arrange for this to happen at a time to suit you.
Making a complaint on someone else’s behalf
Complaints can be made on behalf of service users but must be made with their full consent. This is to comply with the Data Protection Act 1998 and Caldicott requirements. If consent is not received within 28 working days of the original complaint date it will be accepted that the customer does not give consent. Written confirmation will then be sent to the complainant that their complaint is being closed due to consent not being given.
Stage two: Internal review
If you are unhappy with the response you receive from stage one, your complaint will escalated within the division to the Director with responsibility for managing complaints. This person will appoint a complaint investigator who will review the stage 1 investigation, undertake any additional investigation and inform you of the outcome.
Stage three: External Ombudsman
Where Care UK fails to resolve the complaint, the complainant has the right to request external resolution by the appropriate Ombudsman or other supervisory service. This service can be provided by various organisations depending on the geographical location of the service i.e. England, Wales or Scotland, and the type of health or social care in question.
NHS Complaints Procedure
Where you are a patient of an NHS service you may at any time during the above procedure ask for your complaint to be handled under the NHS complaints procedure. This entitles you to be represented by the Independent Complaints Advocacy Service (ICAS). Details of your local ICAS office and of the NHS complaints procedure can be found here.
The feedback we receive from our customers provides a useful temperature check of our services and it also enables us to continually improve our services.
As well as reassuring us that our services are working, it gives us the ideas and inspiration to make improvements. It also enables us to work quickly to make any changes to the areas that are working less well.
Pausing the NHS complaints process
Due to the ongoing COVID-19 pandemic NHS England and NHS Improvement are supporting a system wide “pause” of the NHS complaints process. This will allow our services to concentrate their efforts on front-line duties and responsiveness to COVID-19.This means that:
- You will still be able to raise concerns or make a complaint.
- We will continue to acknowledge your concerns and ensure any immediate issues of patient safety, practitioner performance or safeguarding are acted upon.
Thank you for your understanding at this critical time. We will endeavour to respond to your concerns in full as soon as we are able to.
We want to ensure that everyone at Care UK works in a way which is true to our values and promotes the best possible service. It’s important that our people feel safe raising issues, whether they work for us on a full time, part time, consultancy basis or even if they’re a volunteer. Everyone who works for, and with us, is part of an organisation that is dedicated to promoting the best interests of our customers.
Through our whistleblowing policy, we encourage our people to come forward if they are ever concerned about something at work. If someone uncovers instances of poor practice in our services – including issues of patient and resident welfare, possible fraud or health and safety conditions – we want to know about it so we can immediately act on it. All discussions are kept confidential and will never affect their life at work, and we encourage people to raise issues sooner rather than later.