Compliments & Complaints Procedure

COMPLIMENTS PROCEDURE

At Select Support Partnerships we pride ourselves in delivering the highest quality of care and support. We take every opportunity to recognise our staff for the excellent work that they do. As a result we actively seek feedback around the care we provide. Should you like to leave us a compliment, you can do this one of three ways:

1- Please email us with brief details of service/staff you wish to compliment: enquiries@selectsupportpartnerships.com

2- Please leave a verbal compliment with any of our members of staff.

3- Write to us at the postal address below.

COMPLAINTS PROCEDURE

We aim to provide services that meet the very best standards but we do not always get it right. We want to try our best to put things right if they have gone wrong.

The best way for us to improve is to listen to you and learn from what you say to us.

We want to know if:

  • You are unhappy about a service,
  • We have not done something we promised to do,
  • You think we have not treated you in the way you think we should.

We will do everything we can to resolve your concerns at the earliest opportunity.

Details of your complaint should be sent to our Head Office address as below.  This will then be passed to the appropriate manager. You are also welcome to speak to a member of staff if you would like to raise your concern verbally.

Select Support Partnerships

Regent House

Regent Street

Blackburn

Lancashire

BB1 6BH

To ensure that we have all the information that we need to investigate the complaint it is useful to include the following information:

  • Name of Complainant (if different to service user)
  • Address
  • Your relationship to the service user
  • Name of service user
  • Address
  • Name of the member/s of staff involved, if known
  • Where do they work?
  • When did the incident/s happen?
  • A list of your concerns
  • Your specific questions and what you would like to know
  • What your desired outcomes are

At any stage you can arrange for a personal representative, for example, a relative, friend, neighbour or an advocate to help you with your comment or complaint.  If you require assistance to access an advocate then please do contact us for details of local services.

Who else will we advise about your complaint

Most of our services are provided on behalf of Local Authorities or the NHS.  In their role as Commissioners of our services they can access information about complaints that we have received.

Safeguarding Adults Procedure

If your complaint relates directly to an issue that is considered to be subject to investigation under the Safeguarding Adults Procedure then this will take precedence over this complaints procedure.  If we believe that your complaint should be investigated under this procedure then we will advise you what steps you need to take.

Courses of action

Our services are registered under the Health and Social Care Act 2008 and are regulated by the Care Quality Commission.  To register a complaint you can contact in a number of ways:

Telephone 07355094117

Email whistleblowing

 

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