Making a Complaint
If you want to complain, there are a number of ways of doing so; just choose the one that suits you.
- Complaints and problems can often be resolved at a local level, so if you are unhappy and feel you can talk to a member of staff please do so.
- You can call us on 01702 418989 and we will try to sort it out within 24 hours. If we cannot do so, or if you are not satisfied with the response, we will arrange for it to be investigated.
- You can email a complaint (or a comment or compliment) to a member of our management team at complaints@sascare.net
- You can write to the Operational Manager at The Goslings, 137 High Street, Shoeburyness, Essex, S53 9AU
Advocates
Service Users have the right to access external agents who will act in their best interest to help them solve problems and discuss concerns.
The Registered Manager will be happy to provide information on local advocacy groups Batias and Southend Mencap and other support networks.
Our Commitment To You
Whatever you think about our services or staff, we want to hear from you.
You may want to make a suggestion or comment. You may want to send a compliment about a staff member or service. Or you may want to complain.
If you do, we promise to:
- take you seriously
- listen carefully
- provide you with an explanation
- do all we can to make amends to you and your family.
Your care will not be affected by any comments or complaints you make. In fact, it is more likely to help things improve for everyone.
What Will Happen?
Whatever way you choose to get in touch we will give you an acknowledgement within 3 working days.
We will offer to discuss, and agree with you:
- your concerns and what you would like to happen
- how we will handle the issue
- the time scales for doing so.
You will be involved when we look into your issues. We will keep you updated in a way you choose.
Our reply to your complaint will show how we have listened to and investigated your concerns. If we have made a mistake, we will give you a full apology and tell you how we will learn from your experience.
Making Compliments, Comments And Suggestions
It is really helpful for staff to get your feedback about the things they get right and do well. We would also welcome comments from you about services that you have found to be good, effective, and have fitted well with what you needed and were hoping for.
The Complaint Pathway
- Informal complaint, minor queries, dissatisfaction, grumbles or concerns.
- Recorded in Customer Complaints PASS System. Carer investigates and resolves complaint or issue to the satisfaction of the complainant.
- Not unresolved?
Matter referred to Registered Manager for further investigation in an attempt to resolve the complaint or issue. Customer Complaints PASS System updated. - Still unresolved?
The Formal Complaints Procedure is now adopted Directors are informed and will Investigate, and where necessary work with the complainant to resolve the complaint or issue within 28 days. Any Social Worker attached to your case and the Care Standards Inspector will be informed. Customer Complaints PASS System updated. - No satisfactory conclusion?
We endeavour to resolve all complaints and issues to the complainants satisfaction however if it is not resolved to a satisfactory conclusion, the complainant would need
Useful Organisations
Director of Social Services
Adult Social Services, PO Box 6 Civic Centre, Victoria Avenue, Southend-on-Sea, Essex SS2 GER
Tel: 01702 215008
Care Quality Commission
National Correspondence
Citygate, Gallowgate, Newcastle upon Tyne NEl 4PA
Tel: 03000 616161
NHS Southend Clinical Commissioning Group Harcourt House
5-15 Harcourt Avenue, Southend on Sea, Essex SS2 6HT
Tel: 01702 314954
Basildon & Brentwood Clinical Commissioning Group
Continuing Healthcare Team
Phoenix Place, Ground Floor, Christopher Martin Road, Basildon, Essex SS14 3HG
Tel: 01268 594 626
Ombudsman Service
The Local Government Ombudsman
PO Box 4771, Coventry CV4 OEH
Tel: 0845 602 1983 or 024 7682 1960
Fax: 024 7682 0001
Email: advice@lgo.org.uk
