Complaints and Compliments

In order to ensure that Heart2Heart Homecare Services Ltd continuously provides a high-quality, flexible service we need to take account of the views and wishes of those we are here to support. We welcome every opportunity to monitor and improve our service and having a “Complaints and Compliments Policy” and a clear procedure for resolving complaints (Download PDF 735KB) is one way of doing this.

Compliments

Compliments are valuable and welcomed either verbally, in writing or email compliments@heart2hearthomecare.co.uk .

We receive lots of compliments from our customers and their families. Not only is it great to celebrate the difference our carers make for our customers, but all feedback we receive helps us to shape our service offerings, ensuring we give customers more of what they need and want.
When we receive a compliment we share it across the organisation. so that the carer is recognised for their commitment and hard work.

To acknowledge and celebrate the exceptional work that an individual has achieved, we have carer award scheme for the Carer of the Month. You can make a compliment or nominate an individual or team for one of our awards, by contacting your Care Manager. Contact details can be found in your Support Plan or email compliments@heart2hearthomecare.co.uk .

Complaints

We recognise that there may be times that a mistake gets made or something goes wrong or you feel your expectation has not been met. To learn about those instances we need to know about them so please let us know as we take all concerns very seriously and aim to investigate and settle each one promptly. In the first instance, either contact your Care Manager (contact details can be found in your Support Plan) who will do their utmost to resolve any concerns quickly and to your satisfaction, or email: complaints@heart2hearthomecare.co.uk

If your manager has been unable to fully resolve your concerns then please inform management by emailing: complaints@heart2hearthomecare.co.uk and we will review the details and undertake a full investigation, if necessary.

When a complaint is received we will contact you within one full working day to acknowledge its receipt. If the matter cannot be resolved instantly then a response will be provided within 20 working days. If our response does not resolve the issue to your satisfaction then please let us know. We will then arrange for a full and independent review of the matter by our director.

If at the end of our review you still feel that your complaint has not been resolved to your full satisfaction, the complaint can be objectively reviewed by an independent body. Contact details for the Local Government Ombudsman can be provided on request. Heart2Heart Homecare Services Ltd will work with these independent bodies to provide any information required to support their investigation.

Please download our detailed Complaints Policy here (735KB .pdf)

Whistle-blowing

If you have a concern or issue that you wish to raise anonymously, please call our dedicated whistle-blowing number on 023 80 98 49 76 or email whistleblowing@heart2hearthomecare.co.uk

Changes to this Policy

We reserve the right to make change to this Policy.
Last modification was made 01/04/2019.

Heart2Heart Homecare Services Ltd is registered and regulated by the Care Quality Commission (CQC), Provider ID 1-6197542138

Heart2Heart Homecare Services Ltd is registered in England & Wales. Company Number: 11632625. Registered Address: 20-22, Wenlock Road, London, England, N1 7GU