Making a Complaint and Giving Compliments

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We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We assure all Service Users that no-one will be victimised for making a complaint, and we encourage Service Users to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage Service Users to comment when relatively minor matters are a problem to them, such as receiving cold food, or being kept waiting without explanation, or being spoken to in a manner that they do not like. It is our policy that all matters which disturb or upset a Service User should be reported, recorded, and corrective action should be taken. Only in that way can we work towards meeting our aim of continuously improving our service.

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Our commitment is that:

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All complaints will be taken seriously

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All complaints will be acted upon with fairness and impartiality

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You will receive a response within 24 hours of the complaint being made, and a final reply within 28 days.

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If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is.

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Service Users are entitled to involve an impartial third party in the complaint procedure if they so wish.

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Service Users and their representatives may take their complaints to persons in authority outside the Agency. For Service Users funded all or in part by Social Services or the Primary Care Trust, complaints may in the first instance be directed to them. For privately funded clients, a range of advocacy services are available locally and they will be happy to help you deal with the complaint. In the event of a serious issue and complaint, you should contact the CIW.

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How You Can Express Your Views

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Feedback is welcomed from you and your representatives, either formally or informally and we regularly seek your opinion of our service.

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A formal review of service between the Registered Manager, you and your representatives will normally be held 6 weeks after the commencement of service to ensure that the Care Plan is meeting your needs and to address any issues that have arisen.

A formal review will then normally be held annually or more frequently if the need arises.

 

Director of Social Services: 
1st Floor, Canolfan Rheidol, 
Rhodfa Padarn,
Llanbadarn Fawr
Aberystwyth 
SY23 3UE

Tel: 01545 574000
Email: contactsocservs@ceredigion.gov.uk

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Care Inspectorate Wales: 
CIW, 
Welsh Government, 
Rhydycar Business Park, 
Merthyr Tydfil 
CF48 1UZ

Tel: 0300 7900 126
Email: CIW@gov.wales

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Local Primary Care Trust:
Freepost RTJR-ZKJG-JZTC
Patient Support Services,
Hywel Dda University Health Board,
Fishguard Road, Haverfordwest 
SA61 2PZ

Tel: 0300 0200 159

Email: hdhb.patientsupportservices@wales.nhs.uk

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Public Services Ombudsman for Wales: 
1 Ffordd yr Hen Gae, 
Pencoed 
CF35 5LJ

Tel: 0300 790 0203

Email: ask@ombudsman-wales.org.uk

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Advocates

Service Users have the right to access external agents who will act in their interests to help them solve problems, discuss concerns etc. The Registered Manager will be happy to provide information on local advocacy groups and other support networks.

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You are invited to review the latest CIW inspection report on the establishment, and the latest summary of Service Users’ and Service Users families’ views on the Services offered. These are not included in this pack because they rapidly become out of date. 

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Quality Assurance

We continually monitor and review our performance to ensure our high standards are being met. We conduct an annual audit and review of our practices and appreciate feedback from service users. We produce an annual written report of our Quality Review. A copy of our latest report is available on request from the Registered Manager.

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Quality Service questionnaires are sent to and collected from Service Users every six months. A summary is sent out to all our service users with an indication of any action which we intend to take to remedy any concerns found.

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We are inspected regularly by the national regulator CIW (Care Inspectorate Wales) and the report of their findings are published publicly on their website (www.careinspectorate.wales); copies are on display in our office. The Registered Manager will write to inform all service users of any announced inspections so that they have the opportunity to arrange to speak to the inspector if they wish.