Feedback and Complaints
We welcome feedback about our service and are committed to listening, learning, and responding openly. If you have a concern or complaint, we take this seriously and will aim to address it fairly and respectfully.
Dealing with Feedback
Home From Home aim at all times to provide a high quality service to the individuals we provide care and support to, we work in close partnership with the individual, relatives, friends, advocates and all other relevant person(s) to ensure this quality of service at all
times.
All individuals who receives care/support from the service are issued with a copy of the complaints procedure at the commencement of their support/care package.
The service strongly welcome and appreciate all comments regarding service provision, be positive or negative, and guarantees that all written comments received will be dealt with in line with company policy and procedure.
Positive Feedback
If at anytime you are particularly pleased or impressed by the way in which you have been supported and/or treated by any member of Home From Home staff it would be
much appreciated if you would write to Samanta Reeves at:
Home From Home,
Mynyddislwyn Offices,
Bryn Road,
Pontllanfraith,
Blackwood,
Caerphilly,
NP12 2BH
Concerns/Complaints
If at anytime you are dissatisfied with the support provided to you or the way in which you have been treated then please inform the person providing your support; if however, you feel unable to do this or are unhappy with the response given by that staff member then please contact the Operations Manager – Samantha Reeves at:
Home From Home,
Mynyddislwyn Offices,
Bryn Road,
Pontllanfraith,
Blackwood,
Caerphilly,
NP12 2BH
Concerns to the industry regulator:
Should you be unhappy with the response received or have serious concerns at any time regarding service provision you can make concerns known to the industry regulator:
Care Inspectorate Wales
Welsh Government office
Sarn Mynach
Llandudno Junction
LL31 9RZ
What Happens When You Raise a Concern/Complaint to Home From Home
We request that you raise your concern as soon as possible following receipt of this your
concern/complaint will be:
- Acknowledged within five working days
- Recorded in the Complaints Book
- Investigated thoroughly by a member of the Management team
- ]Monitored by Managing Director to ensure efficacy of the procedure
- Treated confidentially
- Responded to fully in writing within 14 days.
If there is likely to be any delay, we will let you know the reason for this and when you may expect to receive a detailed reply.
At any stage a meeting can be arranged to discuss your complaint. The registered person must inform the complainant of the availability of any advocacy services which the registered person believes may be of assistance to the complainant.
As raising a concern or a complaint can be difficult and stressful, Home From Home wish to work closely in partnership with you and others in order to be totally open and
transparent. We really do want you to make your concerns known at an early stage in order that we work in the best interests of the individual service user at all times.
The registered person can in any case where it is appropriate to do so and with the agreement of the complainant make arrangements for conciliation, mediation or other assistance for the purposes of resolving the complaint.
