At Alex C&C Healthcare Ltd, we want every person receiving care, relative, representative, professional and member of our workforce to feel able to raise concerns openly.
If something has worried you, caused dissatisfaction or fallen below the standard you expected, please tell us. Raising a concern gives us an opportunity to understand what happened, protect those involved and put matters right where possible.
You will be treated respectfully, and raising a genuine concern will not negatively affect the care or support you receive.
We Listen – We take concerns seriously.
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We Investigate Fairly – We review information objectively and without prejudice.
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We Learn and Improve – We use complaints to strengthen our services.
Would you like to leave a compliment or general feedback instead?
Make a Complaint or Raise a Concern
We will listen, respond fairly and use your experience to improve our services.
Raise a Concern
A concern may be an early worry, an issue requiring clarification or something you would like us to address before it develops into a formal complaint.
Examples may include communication difficulties, visit arrangements, punctuality, staff consistency or a matter that may be resolved quickly.
Make a Formal Complaint
A formal complaint is an expression of dissatisfaction requiring a recorded investigation and formal response.
You may use this option where the matter is serious, has not been resolved informally or you specifically want it managed through our complaints procedure.
You do not have to raise a concern informally before making a formal complaint. You may choose the route that feels most appropriate.
Would you like to provide a compliment or general suggestion instead?
Who May Raise a Concern or Complaint?
A person currently receiving care
An advocate
A former person receiving care
An employee or former employee
A relative, friend or representative
A supplier or professional partner
A person holding legal authority
A member of the public
A health or social care professional
Another person affected
Consent & Representation
You may raise a concern for yourself or on behalf of another person. Where you are acting for another adult, we may need their consent before sharing personal information or discussing the outcome with you. Where the person cannot provide consent, we may need information about your authority to act or why raising the matter is in their interests. You may submit information anonymously. However, anonymity may limit our ability to obtain clarification, verify information or provide you with an outcome.
Need Help Making a Complaint?
We can provide reasonable support, consider alternative formats and communicate in a way that meets your needs. You may also ask a relative, representative or advocate to assist you.
Tell Us What Happened
Your feedback is valuable to us. Rest assured that raising a concern will not negatively impact the care or support you receive. We handle all submissions with the utmost confidentiality and professional respect.
1
Receive
We securely receive and record your concern or complaint.
4
Investigate
We will review relevant information, speak with the appropriate people and consider the available evidence fairly.
The time required will depend upon the nature, seriousness and complexity of the matters raised. We will explain the anticipated timescale and keep you informed if more time is required.
Fairness Statement
We approach every complaint with an open mind. The complainant and any employee named in the complaint will be treated respectfully and fairly. Relevant individuals will be given an appropriate opportunity to provide information and respond. Where a matter raises a safeguarding, criminal, regulatory, disciplinary or professional concern, it may need to be managed under another procedure or referred to an appropriate external organisation. We will explain this where we are able to do so.
What Happens Next?
2
Acknowledge
We will acknowledge it promptly and provide a named contact where appropriate.
5
Respond
We will explain our findings, conclusions, actions and any further options available to you.
3
Clarify
We may contact you to confirm the issues, desired outcome, communication needs and agreed response arrangements.
6
Learn
We will record learning and use it to improve care, training, supervision, policies or systems where required.
Confidentiality, Protection and Fairness
We will handle information sensitively and restrict access to authorised people who need it to assess, investigate or respond to the matter.
We cannot promise absolute confidentiality where information must be shared to protect a person, meet safeguarding obligations, comply with the law or conduct a fair investigation.
Raising a genuine concern or complaint in good faith will not negatively affect the care or support a person receives. We will not tolerate retaliation, intimidation, discriminatory treatment or pressure against a person because they raised a genuine concern.
Employees named in a complaint will also be treated fairly. An allegation will not be presented as a proven fact before the relevant information has been reviewed. A complaint that is not upheld or cannot be substantiated will not automatically be considered false, malicious or made in bad faith.
Sensitive Handling
Information is shared only where reasonably necessary.
No Retaliation
People may raise genuine concerns without fear of disadvantage.
Impartial Review
We consider relevant information objectively.
Fairness to Everyone
Complainants, people receiving care and employees are treated with dignity and respect.
Urgent Help and Other Routes
Urgent danger
If someone is in immediate danger, a crime is in progress or urgent medical assistance is required, call 999.
Alex C&C Healthcare Ltd
Telephone: 0117 235 6961
Complaints email: manager@alexcchealthcare.com
Office address: 20 Broad St, Bristol BS16 5NX
Office hours: 9:00 AM - 5:30 PM
Out-of-hours contact: 0785 338 7043
Funded care
If your care is arranged or funded by a local authority or NHS organisation, you may also be able to raise the complaint with the organisation that arranged or funded the service.
Relevant local authority complaints route:
Bristol:
complaints.feedback@bristol.gov.uk
0117 922 2700
Write to:
Customer Relations (100 TS), PO Box 3399, Bristol, BS1 9NE
South Gloucestershire:
01454 865924
Write to:
Department for People, PO Box 1955, Bristol, BS37 0DE
NHS Bristol, North Somerset and South Gloucestershire ICB:
0117 900 2655
Write to:
Customer Services Team
NHS Bristol, North Somerset and South Gloucestershire ICB
Floor 2, North Wing, 100 Temple Street, Bristol, BS1 6AG
Local Government and Social Care Ombudsman
If you remain dissatisfied after Alex C&C Healthcare Ltd has had a reasonable opportunity to consider and respond to your complaint, you may be able to contact the Local Government and Social Care Ombudsman. The Ombudsman can consider complaints about adult social care, including privately arranged care.
Social Care Ombudsman:
complaint.info@financial-ombudsman.org.uk
0300 061 0614
Write to:
Local Government and Social Care Ombudsman
PO Box 4771, Coventry, CV4 0EH
Care Quality Commission
The Care Quality Commission (CQC) does not normally investigate or resolve individual complaints on behalf of complainants. However, it welcomes information about people’s experiences of regulated health and social care services.
Information shared with the CQC may be used to inform its regulatory activities, including monitoring, assessing and inspecting the quality and safety of care services.
The Care Quality Commission (CQC):
03000 616161
Write to:
CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA