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Compliments and Complaints Procedure

How we can help you

You will have discussed your needs with the Service Co-ordinator who will have described the type of help a Care Support Worker may perform and whether Crossroads Care’s help is appropriate for you. If Crossroads Care CNL is able to help you, Service Co-ordinator will have agreed with you the time when help will be provided and how often this will be.

The Service Co-ordinator will normally introduce your carer support worker to you and you will have ample opportunity to explain your usual routine to her or him. When a carer support worker is absent through illness or holiday, we always try our best to provide a replacement, although this cannot always be guaranteed.

If you feel that your needs have changed for some reason or you would like to alter your arrangements please feel free to contact Service Co-ordinator or send a message through your Care Support Worker.

Remember – we try as far as possible to remain a user-led service and to fit our service around your needs.

Why do we need a compliments and complaints procedure?

Crossroads Care CNL aims to provide a high-quality, responsive, user-led service. In order to ensure we do so we need to take account of the views and wishes of those we are here to help. We welcome every opportunity to monitor and improve our service and having a “complaints and compliments” policy and a clear procedure for resolving complaints is one way of doing this.

If you wish to comment about our service, whether positively or negatively, we will be pleased to hear from you.

Please don’t be afraid that you may lose the service or that you will be thought of as a nuisance by complaining. Our service is only as good as you allow it to be!

Who can compliment OR complain?

This procedure is for anyone who comes into contact with trustees, staff or volunteers from Crossroads Care CNL. By anyone, we mean service users – carers and people with care needs – the families and friends of carers, other voluntary groups, statutory agencies and any other member of the public.

What you can do

You can make a comment or complaint either in person, by telephone, or in writing. If you wish you may use the assistance of a friend or relative in doing this, or you may prefer a member of staff to write it down for you in a way that is acceptable to you.

We hope that the majority of queries, concerns or complaints can be sorted out straight away with your carer support worker or the, who will listen carefully to what you have to say. The Service Co- ordinator may then either change the service or explain to you why this cannot be done. If your query is regarding is about another person connected to the scheme (ie a trustee) then the Service Co- ordinator will advise you further about to whom you can write.

Your query will normally be acknowledged within two working days and will then be responded to within 20 working days. All queries will be recorded, sensitively, so that the scheme can monitor the quality and effectiveness of its service and its response to any problems that might occur.

What happens next?

If you feel the matter has not been satisfactorily resolved by the Service Co-ordinator or if your complaint involves the Service Co- ordinator and you feel unable to discuss it with him / her, you may write to the chair of the Board of Trustees at the scheme’s address. The letter and the envelope should be marked ‘personal and confidential’ and will be forwarded to the chair, unopened, who will acknowledge it within 2 working days and respond within 20 working days. (In the event of the chair being absent through holiday or illness, the correspondence will be forwarded to a nominated member of the Board of Trustees.)

Your complaint will be dealt with in the strictest confidence. However, if your complaint concerns a member of staff, the person concerned will normally be informed unless you specifically request otherwise, although this may limit the extent of further investigation.

What if I am still not satisfied?

You can ask the chair for your complaint to be considered again by a small review panel, involving three trustees (but not the chair). This panel will normally meet within 20 working days of your request.

You will be notified in writing about the time and place of the meeting at least 10 days beforehand, so that you may attend, accompanied by a friend or relative, if you wish. Alternatively, you may wish your friend or relative to attend and speak for you if you feel unable to do so.

The review panel will let you know its decision within seven days and the reasons for it.

This will be the final stage in the compliments and complaints procedure, but this does not affect your right to contact your local MP, the local Ombudsman / Commissioner for Complaints, the authorities who fund the scheme or the Care Quality Commission / Care and Social Services Inspectorate for Wales.

We hope that you will always be satisfied with our service and look forward to receiving your comments. If we get it right or wrong we’d like to know.

Crossroads Care Central & North London
6-8 York Mews London NW5 2UJ
T: 020 7485 7416 F: 020 7485 7417
E: admin@camdencrossroadscnl.org

Carers Trust Camden Carers Service NHS Camden Camden The Co-operative

Crossroads Care Central & North London is a trading name of Camden Crossroads Caring for Carers,
Registered Charity No. 1048544 :: Company Limited by Guarantee Registration Number 3061458
Registered Office, 6-8 York Mews, London, NW5 2UJ