Feedback

Feedback & Complaints

Better Healthcare Services is committed to being an open and transparent organisation and we appreciate all feedback on our care services. Whether you want to thank us for our care and support or suggest any improvements, your feedback is always welcomed.

Compliments

If you think that we are doing something well then please let us know. We can use your feedback to improve our services. Please let a member of staff know the details or you can send an email or letter to your branch office.

Concerns and Complaints

Our colleagues work very hard to provide the best care and service but we appreciate that things can go wrong. If you are unhappy with the treatment or service you have received then you are entitled to raise a concern or a complaint, knowing that it will not affect your current or future care, that you will be treated confidentially and sensitively, and that you will receive a response from us

Raising a Concern or Complaint

Stage 1 – Local Resolution

We would recommend that, where appropriate, concerns should initially be raised with the person providing your care. On some occasions we understand that people may find it difficult to raise a complaint with the people involved in their care. If this is the case, you can raise your complaint with the Branch Manager directly – their contact details will have been provided in your welcome pack. Alternatively, if you wish to discuss the issue with someone at our Head Office then please contact the Customer Liaison Manager by emailing feedback@betterhealthcare.co.uk

Most issues can be resolved immediately but if not then you should submit your concerns to the Branch Manager with specific details of what has gone wrong, and what you would like us to do about it.

Your complaint will be acknowledged within three working days and we will agree with you how we will communicate the response to your complaint. We aim to complete any investigation and provide you with a response within twenty working days but if for any reason we require some more time then we will discuss this with you as soon as possible.

If you require support with making your complaint, there are other organisations which can help you. Your Local Authority can provide local information or you can contact:

Citizens Advice Bureau at www.citizensadvice.org.uk tel: 0800 678 1602

Healthwatch at www.healthwatch.co.uk tel: 03000 68 3000

Stage 2 – Internal Review

If you are not satisfied with the response to your complaint, please let us know so that we can discuss any concerns with you under local resolution. You can either contact the investigator for your complaint, the Senior Operations Support Manager or our Customer Liaison Manager. We will endeavour to resolve any outstanding issues with you to your satisfaction.

Stage 3 – Independent Review

If you remain dissatisfied following local resolution then you can refer your complaint to the Local Government Ombudsman for them to conduct an independent review. Contact details for the Ombudsman will be provided with your complaint response. If your care is arranged and paid for by the Local Authority or Clinical Commissioning Group you can also refer your complaint to the appropriate organisation.

Further details to our complaints process are detailed here.

To view our complaints privacy notice, please click here.