Sound Health Ltd Complaints and Compliments Policy
1. Introduction:
Sound Health Ltd is committed to providing high-quality care and services. We welcome feedback, including complaints and compliments, as they are vital to ensuring continuous improvement. This policy outlines the procedures for managing complaints and compliments, ensuring that concerns are addressed promptly and effectively while celebrating positive feedback.
2. Acknowledgment of Complaints:
When a complaint is received, we will acknowledge it within three working days. This acknowledgment will confirm receipt of the complaint and provide details of the process that will be followed, including contact information for the person managing the complaint. If there is a concern on the course we encourage candidates to contact the Director directly. However, where the Director is the direct subject of the complaint they will be given an opportunity to contact independent organisations.
3. Investigation Process:
Upon acknowledgment, the complaint will be assigned to an appropriate investigator who will ensure a thorough and impartial investigation. The investigator will review all relevant information, including documentation, and may interview the complainant, staff, or other involved parties as necessary.
The investigation will be conducted within a maximum of 25 working days from the date of acknowledgment. The complainant will be informed of the progress throughout the investigation and notified of any delays, along with an explanation and revised timeline.
4. Determining Complaint Justification:
After the investigation, the investigator will determine whether the complaint is justified. This determination will be based on evidence, policies, and standards of care. The findings will be documented, and the complainant will be informed of the outcome in writing, including the reasons behind the decision.
5. Root Cause Analysis and Corrective Actions:
If the complaint is justified, a root cause analysis will be conducted to identify underlying issues. This analysis will help in understanding the factors that contributed to the complaint and in preventing future occurrences. Corrective actions will be identified and implemented to address the root cause and enhance our services.
6. Closure of the Complaint:
Once the investigation is complete, and corrective actions (if any) have been identified, the complainant will be provided with a full response. This response will include the findings of the investigation, any actions taken, and information on how the complaint will help improve services.
The complaint will be considered closed once the complainant and Sound Health Ltd are satisfied with the resolution. Confirmation of closure will be provided in writing.
7. Compliments:
Compliments are equally important to us and provide valuable insights into areas where we excel. When a compliment is received, it will be acknowledged within three working days. The compliment will be shared with the relevant team or individual, and where appropriate, publicly recognised within the organisation.
8. Feedback and Continuous Improvement:
Sound Health Ltd values feedback from both complaints and compliments as a means of improving our services. After the resolution of a complaint or acknowledgment of a compliment, we encourage feedback on the process itself to ensure we are continually refining our approach.
9. Reporting and Monitoring:
We regularly review all feedback received, both positive and negative, to identify trends, measure performance, and implement improvements. Anonymised summaries of complaints and compliments are reviewed at regular intervals by senior management to ensure ongoing commitment to high standards and alignment with the Restraint Reduction Network's principles.
10. Accessibility:
This policy is available to all patients, service users, staff, and stakeholders. Alternative formats or assistance in understanding this policy are available upon request to ensure accessibility for everyone.
How to Lodge a Complaint:
1. In Person:
Visit us at our office to speak directly with a member of our customer service team.
Address:
Soundhealth Court, Unit 2,
24A Great Northern Road,
Derby, DE1 1LR
2. By Post:
Send a detailed letter to the address above, outlining the nature of your complaint.
3. By Phone:
Call us to discuss your concerns with a customer service representative.
Phone Numbers:
07578998799
01332345337
4. By Email:
Email us detailing your concerns for a direct response from our support team.
Email: will@soundhealthltd.co.uk
Steps to Follow for Escalating a Complaint:
If you are not satisfied with the response received through the initial complaint channels, you are entitled to escalate your complaint to ensure it is addressed to your satisfaction.
1. Escalation within Sound Health Ltd:
Request for your complaint to be reviewed at a higher level within our organisation. This can be done by contacting any of the means listed above and stating your desire for escalation.
2. Escalation to External Bodies:
Sound Health Ltd is a CQC-registered company, and as such, complaints that have not been resolved satisfactorily can be escalated to the Care Quality Commission (CQC).
CQC Contact Information:
Phone: 03000 616161
Online: CQC Contact Page
You can use the CQC’s contact page to either call or email them. The CQC does not directly handle complaints about providers but can take your experience into account during inspections.
Additional Information:
Timeline for Response:
We aim to acknowledge all complaints within 48 hours and provide a full response within 10 working days. If more time is needed to investigate the complaint, we will keep you informed of the progress.
Confidentiality:
All complaints are handled confidentially and will not affect the quality of service you receive.
Record Keeping:
We maintain records of all complaints, which help us to monitor our services and make improvements where necessary.
We strive to resolve all complaints efficiently and to the satisfaction of all parties involved. We value your feedback as it assists us in improving our services and ensuring we meet high standards of quality and care.
