Complaints and Comments Procedure
We always aim to provide a high standard of care in all our services.
Our service users' views are important to us and help to ensure that our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know.
If a complaint alerts us to possible abuse or neglect, we will tell the Council Adult Safeguarding Team. The Council Safeguarding Team will decide how to investigate and monitor outcomes.
How to Tell us what we Need to Improve
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving our services, including their friends or family, can tell us how we can improve. First, you must speak to Christine H or the appointed senior management team.
If the suggestion is something that Academy Care as a company, needs to consider, you can send it to:
Management, Academy Care, 47 Northgate, Wakefield, West Yorkshire, WF1 3BH
or contact us on 01924 925 246 and ask for the registered manager.
or by email at complaint@academycare.co.uk
Making a Complaint
Academy Care aims to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from any investigating to help us improve the service we provide. We treat all complaints confidentially.
Academy Care assures service users and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.
Who can Complain?
Anyone affected by the way Academy Care provides services can make a complaint. A representative may complain about the affected person if they:
Have died
Cannot make a complaint themselves, or
Have given consent for the representative to act on their behalf
If you are not happy about making a complaint yourself and you do not know someone who can talk to us or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.
How you can Make a Complaint
You can complain:
In person
By telephone (01924 925 244 and ask to speak to a manager)
By letter (Academy Care Head Office, 47 Northgate, Wakefield, WF1 3BH)
By email (complaints@academycare.co.uk)
Through a form on our website, under the client suite
Through a member of our staff; or
Through an advocate or representative
We will acknowledge all complaints, whether verbally or in writing, within 3 working days.
Anonymous Complaints
We deal with anonymous complaints under the same procedure. However, it is better if you can provide contact details so that we can tell you the outcome of our investigation.
Responsibility
Christine H has overall responsibility for dealing with all complaints made about your service. We will provide, as far as is reasonably practical:
Any help you need to understand the complaints procedure; or
Advice on where you may get that help
How we Handle Complaints
Senior managers may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complainant.
We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:
Details of the findings
Any action we have taken
Our proposals to resolve your complaint
Time Limits
You must complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
Further Steps
At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact the senior management at:
Academy Care, 47 Northgate, Wakefield, West Yorkshire, WF1 3BH
Tel: 01924 925 244
You can also raise your complaint or concern with:
Director of Social Services:
Social Care Direct Wakefield
Tel: 0345 850 3503
Or if your care is funded by the Health Authority, you can contact:
Clinical Commissioning Group:
White Rose House, West Parade, Wakefield, West Yorkshire, WF1 1LT
Tel: 01924 213 050
Once your complaint has been fully dealt with by Academy Care, if you are not satisfied with the outcome, you can refer your complaint to the Local Government and Social Care Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free, independent service.
The LGO can be contacted for information and advice, or to register your complaint:
Tel: 0300 061 0614
Web: www.lgo.org.uk
The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.
Our service is registered with and regulated by the Care Quality Commission (CQC).
The CQC cannot get involved in individual complaints about providers but is happy to receive information about our services at any time. You can contact the CQC at:
Care Quality Commission (CQC) National Correspondence Citygate, Gallowgate, Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Fax: 03000 616171
Advocates
All service users have the right to access an advocate who will act in their interests to help them solve problems, discuss concerns, and understand information. Academy Care will be happy to provide information on local advocacy groups and other support networks.
Insurance
Academy Care carries Public Liability Insurance and Employers Liability Insurance up to £10,000,000 for any one claim. The insurance covers all aspects of its undertakings. However, the insurance does not take the place of normal household insurance cover for accidental breakage or damage to household items. Please do not make private arrangements with our staff because this will not be covered under our insurance policy.
Care Professionals
If you would like to make a complaint, you should contact our companies Registered Manager, Christine H. Christine can be contacted on 01924 925 246 or by email at christine@academycare.co.uk
All complaints made from the service users and yourself will be kept in strict confidence. Unless allegations are made against the complaints panel, the only individuals who will know about the complaint are the senior managers and local deputy care managers.