Comments, compliments and complaints
We welcome your feedback on the services you receive from us. If you are dissatisfied or unhappy then we would like to know. Your feedback enables us to put things right and provides us with the opportunity to find out how we can improve services generally. We also welcome your suggestions and compliments.
You can make a comment, compliment or complaint in the following ways:
If you have concerns about the possible misuse of someone’s personal budget for adults social care, you can complete a complaints form. Wherever possible, we will respect the confidentiality of people who wish to remain anonymous when reporting their concerns.
We are committed to involving local people in decisions about services. We want to go further than just what we legally have to do. We want to ensure all interested individuals and groups have the opportunity to be involved in the planning, prioritising and monitoring of our services. We want those who use services, relatives and carers, to be at the heart of our decision making processes.
Our aim is to work in partnership with you to help you find the best possible way to meet your individual needs. We believe that being involved in decisions about health and social care is a right, not a privilege, that all users and carers have.
Looking in more detail
Sometimes we need to look more closely at particular parts of the services we provide to make sure they are doing the job, we do this using:
- postal questionnaires
- telephone questionnaires
- group meetings
- one to one interviews
You may or may not be asked to be a part of these reviews. You do not have to take part in the review process but if you do it helps us to see what needs to change to make the service better for all who use it.
We know that your experience is valuable and we will often ask you to put it to good use by becoming involved in the day to day running of the department in some of the following ways:
- interviewing for new staff
- planning what happens in a particular centre
- assisting with staff training
- membership to groups looking at specific problems
We need your help with these areas to ensure we provide you with the best possible services.
How will we know we have made a difference?
The key to successful involvement is to show how services really have improved as a result of listening to people. By listening to what people say to us, and acting on the information we receive, we are involving you at the heart of service changes.
We will ensure we feedback to you regularly to tell you how your comments have helped shape the way services are arranged, delivered and evaluated.