It is vitally important to us that we treat the people we support with respect and kindness at all times. We care for vulnerable people, which means they must always be safeguarded from any harm.
We have developed comprehensive processes to guard against poor practice. We believe that if anyone wishes to make a complaint or register a concern they should find it easy to do so, and we welcome complaints as an opportunity to learn, adapt, improve and provide better services. All complaints will be managed according to our Complaints Policy.
In our experience, most complaints are best dealt with on a local level, with the home or service manager. If this is not possible, or you are unsatisfied by a local process, your concern should be referred to our Senior Management Team. You also have the right to inform the Care Quality Commission about a complaint made to or about Choice Care, although the Commission does not have powers to investigate or resolve complaints, except for instances where people’s rights are restricted under the Mental Health Act.
Who to contact
To make a complaint or raise a concern, please contact:
The Home or Service Manager – contact details are available in each service.
The appropriate Regional Director or Assistant Regional Director – the name and contact details are available in each service or through our Central Office on 0203 195 0151.
Alternatively, you can also raise a concern by using our Feedback Form.
If anyone observes a person we support being mistreated in any situation, this must be reported immediately so we can take prompt action to ensure that person’s safety.
However, there may be times when you have concerns but are unsure about what to do or think it’s best to keep it to yourself. You may not be comfortable raising your concerns with a manger or staff. You may be worried about getting people into trouble.
Reporting your concerns, sometimes called whistleblowing, is very important. You can choose to do so anonymously, and we can assure you that such reports will be fully investigated, and if appropriate, action taken. Choice Care welcomes and values all information that helps us ensure the safety and welfare of the people we support.