Share this page |
Compliments, complaints, comments and concerns (adult social care)Help us get it right. Please tell us your views about adult social care services provided by North Yorkshire County Council. Your comments can help us to improve our services and plan for the future.
We aim to provide high quality adult social care services to the people of North Yorkshire. You can help to make our services even better by telling us what we are doing well, what we can do better and what we are doing wrong. Your complaints, compliments and comments are taken seriously and can help us to improve our services and plan for the future. You can find out how to make a complaint, compliment or comment below. This page is split into the following sections:
Alternative formatsThe information below is also available in PDF and mp3 format.
Providing compliments, making comments or raising concernsIf you are happy with any part of the service you receive please let us know. We are always pleased to hear about our services working well. We would also like to hear from you if you have a comment or suggestion on how we can improve our service, or if you would just like to talk to someone about your concerns. For any of these, you can either:
How to complainIf you are unhappy about a service we provide or the care we have arranged for you, please tell us and we will try to sort out the problem. A complaint may be made about anything, for example, a service not being available; the quality of a service; the attitude of staff; how decisions were made; or a delay in dealing with your problem or providing a service. Making a complaint will not affect your right to receive our services. If you would like a relative, friend or advocate to make a complaint on your behalf we will need your agreement and consent to share information with them. Or, you can ask someone to support you to make the complaint yourself. We aim to resolve complaints as quickly and informally as possible. If you are able to talk to the managers who deliver your service, this is often the quickest and best way to get a problem resolved. If you do not feel able to do this, are not sure who to speak to or you are unhappy with the response from the local manager you can contact the complaints manager, using the details below. Over 95 per cent of the complaints we receive are resolved informally by discussing the problem with a member of staff. The managers and staff work hard to ensure complaints are responded to quickly and resolved at this stage wherever possible. What will happen when I make a complaint?When you contact us we will need to know what has happened and what you think should be done to put things right. We will contact you about the best way to deal with your complaint and how quickly we will be able to reply to you. What if I am unhappy with the response?If you are not satisfied with the response you have received from us you can contact us again to see if there is any other way of resolving your complaint. If you are not satisfied with the final decision or the way we have dealt with your complaint you can contact the Local Government Ombudsman. You can also contact the Ombudsman for advice at any time. They will usually ask us to investigate your complaint first if we have not had the opportunity to try to resolve your concerns. You can contact them at: The Local Government Ombudsman Telephone: 0845 602 1983 Complaints about independent care providersIf your complaint is about a private care home or agency you should contact them in the first instance as they will have their own complaints procedure to follow. If you are unhappy about their response and your care has been arranged and funded by health and adult services, we may be able to look into your complaint further. The Care Quality Commission inspects and reports on social care services. You can contact them for information and advice at: Care Quality Commission National Correspondence Telephone: 03000 616161 Contacting the adult social care complaints managerUse the details below to contact the adult social care complaints manager. There is also a free answerphone service you can use. Free answerphone: 0800 515875
|
