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Quality Assurance

DawnKelly Homesupport - complaints procedure:

It is our belief that any positive or negative feedback from clients or their families, can help us improve our service.

If the client, their relative, or someone acting on their behalf has cause for complaint, we will investigate the matter to its entirety.

 A full record will be kept of the complaint and following investigation, you will be given a detailed explanation of the incident. We will also inform you of any action to be taking resulting from the complaint.

  • You may complain in writing or verbally
  • A relative or friend may assist you in either case

What happens next:

Stage 1

Upon receiving an informal concern or complaint, it can often be resolved during the initial communication and investigation. If resolved to your acceptance it will be logged in our complaints book and you will receive a note to inform you of any action taken, with our apologies.

Stage 2

If you are not satisfied at this stage, our manager will conduct a formal investigation commencing at the earliest possible stage and you will be informed of this occurrence in writing within 3 working days from making the complaint.

Stage 3

The formal investigation will take place and be complete within 14 days from the complaint being made. Our manager will make arrangements to discuss our findings with you and present you with a copy of the investigation as well as resulting action taken.

Stage 4
 If you are not entirely happy with the way your complaint was handled, you should contact the following below

Care Quality Commission

North East Region, Floor 4

St. Nicholas Building

St Nicholas Street

Newcastle Upon Tyne

NE1 1NBTel: 03000 616161

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