Introduction

We always aim to provide a high standard of care in all our services. Our customers' views are important to us and help to ensure our services are consistently meeting people's needs. If you are unhappy with any of our services it is important that you let us know.

If a complaint alerts us to possible abuse or neglect we will tell the Council's adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes.

Making a complaint?

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence. Premium Line Healthcare Solutions assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

Who can complain?

Anyone affected by the way Premium Line Healthcare Solutions Limited provides a services can make a complaint. A representative may complain for the affected person if the affected person cannot make a complaint themselves, or have given consent for the representative to act on their behalf.

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

Making a suggestion?

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion.

First you can speak to our Managers by calling into our office lines or email us directly caremanager@premiumlinehcs.co.uk.

All suggestions will be considered by Premium Line Healthcare Solutions via all web and social channels, and via all our telephone lines.

Responsibility

The Registered Manager has overall responsibility for dealing with all complaints made about their service.

We will provide as far as is reasonably practical: any help you need to understand the complaints procedure; or advice on where you may get that help.

Anonymous Complaints

We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.

Who handles complaints

The Registered Manager or Premium Line Healthcare Solutions Limited may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints completed within 28 working days unless we agree a different time scale with you.

How to report

• In person.
• By Telephone.
• Through a member of our staff.
• Through an advocate or representative.
• By Letter.
• By Email.

Where someone complains verbally, we will make a written record and provide the complainant with their copy of complaint made within 3 days.