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Your experience with Caring People

CONCERNS, COMPLIMENTS & COMPLAINTS

We are devoted to refining the quality of care for our clients, their relatives and carers. However, sometimes we may fail to meet the standards you expect. If this occurs, we hope you will let us know.

We welcome your compliments, comments, concerns and complaints because they help us recognise areas where we need to modify and improve services.

WHEN YOU WANT TO PAY A COMPLIMENT

Staff appreciate it when patients, relatives or carers go out of their way to thank them for their hard work. We keep a record of all salutations that are received. Your compliment will be passed on to the related team, or individual. You can also compliment the team or individual directly. We would like to hear from you if you have any recommendations about how we can progress our services.

IF YOU HAVE A COMMENT OR A CONCERN

Any concerns that you have are often best dealt with when they arise, so we would encourage you to first explain your problem to the management. In many cases, it should be possible to sort out the problem straight away by talking to a manager.

As a client, relative or carer, you may feel unable to raise your concerns or complaint directly with the staff providing the service. Therefore, we advise you to contact the management for confidential help and advice.

The service can help you resolve any concerns that you may have about the care and treatment provided, at an early stage. They will:

  • listen to your comments and concerns
  • offer you advice and help you sort out any concerns
  • provide you with information
  • consider changes to services as a direct result of what you tell us
MAKING A COMPLAINT

If we have done something wrong, we want to know about it so we can try and put things right as quickly as possible. We take complaints very seriously. We aim to resolve complaints quickly, confidentially and fairly and try to sort out any mistake or misunderstanding straight away.

It is helpful if you make a complaint as soon as possible after the event. This will enable us to investigate the issues effectively. The period of time where we can investigate is within one month of the incident or one month of you, or a family member, noticing something is not quite right.

Complaints are not kept in healthcare records and will not affect on-going or future services in any way.

PLEASE REMEMBER…

It is important to be clear about what aspect of care is causing concern. Be specific and think about what you want to achieve. It will help us if you provide your full contact details including a daytime telephone number.

WHAT HAPPENS WHEN YOU MAKE A COMPLAINT?

We will contact you to talk to you about your complaint, where possible we will try to respond within 3 working days. Some issues may need a longer period of time to resolve. If that is the case, we will write to you to explain the delay.

We will provide you with an explanation of the points you have raised, details of what we have found out and what we will be doing to put things right. If there are some points that we do not agree with, you will be given the reason for this.

We will discuss whether you would like to arrange a meeting to resolve any outstanding issues. This can be done either as soon as we receive your complaint or at a later date. We keep a record of all contact with the Complaints Teams. This helps us to identify areas where we need to make changes and improvements and make sure we are dealing with concerns and complaints effectively and consistently.


Email: ceo@caringpeople.in
Phone: +91 94 00739 007