CEO's Blog
Show Menu

Complaints & Compliments

Please tell us what you think of our services

Outlook Care delivers care and support underpinned by our Vision ‘People with individual needs living the lives they choose’, our Values and our Mission Statements.

We are committed to providing high quality services.  We aim to provide a responsive, customer focussed service by listening to the views and wishes of the people we support and their circle of support.

Outlook Care has adopted the Single Complaints Statement, which has recently been published by The Local Government and Social Care Ombudsman (LGSCO) and Healthwatch England. This is for adult social care providers to deal with complaints better. Councils and care providers are being encouraged to adopt the new statement which sets out best practice in receiving and dealing with comments, complaints and feedback about their services.

The aim, born out of the Quality Matters initiative, is to improve the quality and consistency of adult social care provision across the country. The statement offers a simple bulleted guide for each stage of the complaints process.

How to help us actively listen to you

1. How to make a comment, compliment or complaint

The first thing to do is let us know what’s happened.  You can:

  • speak to any member of staff at the Service in person or over the phone.
  • email us or write to us.

What we’ll need to know:

  • If something has gone wrong we need to know exactly what, how and when it happened.
  • If something has gone right, please tell us so that we can continue doing it and expand it into all our services.

Contacting us

Come in – To visit the service manager or any member of staff

Call – 01277 637525

Email – compliments&complaints@outlookcare.org.uk

Write to: The Customer Service Officer, Outlook Care, Unit 6, Shelduck House, Woodbrook Crescent, Radford Way, Billericay, Essex, CM12 0EQ

2. Next steps

We’ll contact you to acknowledge receipt of your compliment or complaint.

If you have made a complaint about a service, the manager will try to resolve your complaint straight away. If the complaint cannot be resolved at the source the Customer Service Officer will ensure it is fully investigated.

We will:

  • Acknowledge receipt of your complaint within three working days.
  • Inform you who will be dealing with your complaint.
  • Let you know when you can expect to hear back from us.
  • Keep you regularly updated of the progress of your complaint.

3. Our final response

When we’ve thoroughly looked into your complaint, we’ll write to you.

This will be a detailed response outlining what we found, what we plan to do as a result and why we made the decision we came to.

If it looks like our investigations will take longer than 28 days from when you first contacted us, we will ensure that you are informed for the reasons for delay.

Duty of Candour

Outlook Care will be open and honest when things go wrong with care and treatment, and we will provide you with reasonable support, truthful information and a written apology.

What if you’re not happy with the outcome?

We’re listening

If this is the case you must contact us again so that we can review the complaint, how we dealt with it and the outcome.  Please write to the Chief Executive with your concerns and your reasons for the appeal.  We aim to resolve your complaint fairly and justly, however we recognise that you may not be satisfied with the outcome of your complaint.

If you wish to take it further you can contact the Local Government and Social Care Ombudsman Service to look into your complaint for you. The LGSCO offer a free independent service:

Phone:  0300 0610614

Online:  www.lgo.org.uk/adult-social-care

Post:       The Local Government and Social Care Ombudsman
PO Box 4771
Coventry  CV4 0EH

Useful Contacts

If you are commenting about a registered care home/service, you can contact the Care Quality Commission (CQC):

Phone:  03000 616 161

Online:  www.cqc.org.uk/contactus.cfm

Email:   enquiries.eastern@cqc.org.uk

enquiries.london@cqc.org.uk

For services not registered, you can contact the local social services department where the service is based.

Also see links below to the Single Complaint Statements from The Local Government and Social Care Ombudsman for:

Providers and Practitioners

Customers

Customers who prefer Easy Read