Appeals, Complaints and Comments
We welcome ALL comments about our services, because we need
information from people who use our services to help us improve
them. We try hard to arrange and deliver high quality services, but
we may not always get it right. If you are unhappy about the
standard of our services, it is important that you let us know.
Usually we can put things right quickly. You can appeal against a
decision if you disagree with it.
You can find more detailed information on how to make a
complaint in our 'Social Services Compliments and Complaints'
section.
Your Assessment
These are the standards you can expect from us:
- We will allocate someone to work with you and tell you their
name.
- If the risk to you appears to be critical we will begin your
assessment on the same day. If you are then assessed as needing a
service we will arrange for the service to start within 24
hours.
- If the risk to you appears to be substantial we will begin your
assessment within 5 working days and complete it within 4 weeks. If
you are then assessed as needing a service we will arrange for the
service to start within 5 working days.
- If the risk to you appears to be moderate or low we will begin
your assessment within 6 weeks and complete it within a further 4
weeks.
- When we have finished assessing your needs, we will give you a
written copy of the outcome of that assessment and a written
statement of any care to be provided, within 7 working days.
- We will offer to assess the needs of anyone who regularly cares
for you.
- If you are receiving a package of care we will give you a
copy of your care plan.
- We will review your care plan with you within 4 to 6 weeks
after the service started.
- We will review your care plan again at least once every
year.