Page 21 - Ranger Home Care - Client Handbook

IF YOU HAVE ANY COMMENTS ABOUT RANGER HOME CARE PLEASE LET US KNOW
it’s important to us...
We always aim to provide a high standard of care to our clients, and we believe in the importance of reflection and feedback. Your and your loved one’s views are important to us to ensure that our services are consistently meeting people’s needs. So please do email us natalie@rangerhomecare.com with your feedback.
However, if you feel that this is not a request for an improvement but a complaint then our complaints procedure is detailed below:
Ranger Home Care aims 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 confidentially.
Ranger Home Care assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith, we will change the carer immediately if the client is deemed to be at risk.
You can complain:
• In person
• By telephone • By letter
• By email
• Through a member of our staff
• Through an advocate or representative
The Registered Manager has overall responsibility for investigating all complaints.
The Registered Manager will complete all initial investigations regarding the complaint and write an initial report.