Complaints, comments and compliments

Contract management and quality monitoring is carried out regularly, its frequency is determined by risk profiles, including site visits, information returns and where relevant, is conducted with partners including the Care Quality Commission and the Any issues or concerns are taken up directly with the care provider and if required, improvement plans are put in place to address the issue(s).

Adult Social Care is here to support and listen to complaints, comments and compliments. You should feel able to complain about any aspect of your care or experience which affects your happiness, comfort and wellbeing. The Council will listen and consider how things can be improved. Making a comment or complaint will not put you at a disadvantage or place the services that you receive at risk.

Who can make a complaint?

You have the right to complain if you, a family member or someone close to you receives a social care service, has been refused a service or has been affected by a plan or decision. You should be aware that if you are making a complaint on behalf of the person receiving the service, the Council may need to seek their consent for you to do this.

How can you tell the Council what you think?

The Council aims to solve any problems as quickly as possible. It is best for you to initially contact the staff you have been dealing with or the manager of your care service. All registered providers have a complaints procedure, details of which must be made available to clients, residents, relatives and carers.

If you remain dissatisfied following the outcome, there are several options available to you. You may contact the Adult Social Care Complaints Manager or, if your concern is regarding a breach of regulation, the Care Quality Commission (see page 45 for contact details).

You can also complain to your local authority; Stokeon-Trent City Council and Staffordshire County Council welcome your feedback, whether you have a complaint, comment or compliment.

You can also ask the Local Government and Social Care Ombudsman (LGSCO) to consider your case if you are not happy about how a service has dealt with your complaint about care or an experience that you have had. However, the LGSCO will ask the local authority to resolve a complaint locally before getting involved. If you are a self-funding resident within a care setting, you need to contact the LGSCO in the first instance if you have a complaint.

Stoke-on-Trent

You should contact the member of staff who has been supporting you in the first instance. If you still feel unsatisfied after receiving this response, complete the online customer feedback form which can be found on the Council’s website. Alternatively, you can contact the Customer Feedback Team using the following details.

Email: customer.feedback@stoke.gov.uk Web: www.stoke.gov.uk/customerfeedback

Staffordshire

You should contact the member of staff who has been supporting you in the first instance. If you still feel unsatisfied after receiving this response, contact the Staffordshire County Council Customer Feedback and Complaints Team using the following details.

Tel: 0300 111 8004 Email: complaintsandcustomerfeedback@

staffordshire.gov.uk

Web: www.staffordshire.gov.uk

Local Government and Social Care Ombudsman

PO Box 4771, Coventry CV4 0EH Tel: 0300 061 0614 Web: www.lgo.org.uk