Continuity Health Care Services Ltd is committed to providing a quality service for its service users and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our services users, families and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore we aim to ensure that:
making a complaint is as easy as possible;
we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
we deal with it promptly, politely and, when appropriate, confidentially;
we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.;
we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.
We recognize that many concerns will be raised informally, and dealt with quickly. Our aims are to:
resolve informal concerns quickly;
keep matters low-key;
enable mediation between the complainant and the individual to whom the complaint has been referred.
Definition of a complaint
A complaint is an expression of extreme dissatisfaction about aspect of service and always require a formal response. An initial enquiry or request for action will not be regarded as a complaint.