Complaints and Compliments
Your Feedback Matters
🧡 At Person Centered Pathways, we appreciate any feedback, positive or otherwise, that you give us. We believe that the information that you provide helps us to continuously enhance and improve what we are doing in a way that is more responsive to your needs and the requirements of the community. We want to make certain that everyone has the opportunity to tell us what they think because their input helps us to do better across every aspect of our service.
Complaints Procedure
🧡 If you have a complaint, our simple guide will take you through the steps to follow in our complaints process. Your satisfaction is important, and we are here to make sure your concerns are addressed and resolved.
Person Centred Pathways Ltd’s ( Complaints Procedure)
Initiating a Complaint
🧡 Complaints at Person Centred Pathways Ltd can be made verbally or in writing by:
🧡 Service users 🧡 Authorised representatives, with written consent from the service user 🧡 Representatives acting on behalf of service users unable to advocate for themselves, provided it aligns with the service user’s rights. Service users are informed of the complaints procedure upon initiation, which includes contact details and addresses for relevant organisations. Timeframes for Complaint Submission Complaints should be lodged within 12 months of the incident or issue arising. Discretion may extend this period if practicality and reasonable cause for delay are demonstrated.
Timeframes for Complaint Submission
🧡 Complaints should be lodged within 12 months of the incident or issue arising. Discretion may extend this period if practicality and reasonable cause for delay are demonstrated.
Complaints ( Procedure: )
Step 1
🧡 Upon receipt of a complaint, staff will aim to resolve it immediately to the satisfaction of the complainant.
Step 2
🧡 Acknowledgement of the complaint will be made within 3 working days, including an apology, explanation of the process, and formal complaint logging.
Step 3
🧡 The complaint will be escalated to the most senior staff member on duty, with further delegation if required.
Step 4
🧡 A detailed response, outlining the investigation process, timeframe for resolution, and contact information for further escalation, will be provided within the acknowledgment.
Step 5
🧡After a comprehensive investigation, a response letter will be issued, presenting findings, conclusions, and any remedial
Step 6
🧡 Closure of the complaint will be confirmed upon satisfaction from the complainant.
Complaints Log:
🧡 A comprehensive record of all complaints will be maintained, documenting subject matter, outcomes, reasons for delays, and dates of outcome reports. Complaints raised by telephone will be logged promptly.
Investigations:
🧡 All investigations will adhere to a structured approach, including fact-finding, evidence assessment, record review, and interviews. Confidentiality will be strictly maintained.
One Complaint, One Response:
🧡 Efforts will be made to ensure a coordinated response if multiple organisations are involved in the service user's care. Referrals will be made with the individual's consent if complaints fall outside our jurisdiction.
Complaint Resolution Responsibility:
🧡 Altina Bridget Hayes, within Person Centred Pathways Ltd, is responsible for overseeing complaint resolution. Service users are encouraged to express concerns freely, with clear guidance provided on escalation pathways
Anonymous Complaints:
🧡 Anonymous complaints will be handled with the same diligence as named complaints, with appropriate logging and action taken as necessary.
Unresolved ( Complaints:)
🧡 In cases of unresolved complaints, individuals have recourse to external bodies such as:
Care Quality Commission (CQC)
- Website: www.cqc.org.uk
- Email: enquiries@cqc.org.uk
- Address: Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA
- Phone: 03000 616161
Local Government and Social Care
- Website: https://www.lgo.org.uk/
- Email: advice@lgo.org.uk
- Address: PO Box 4771, Coventry CV4 0EH
- Phone: 0300 061 0614
Parliamentary and Health Service
- Website: www.ombudsman.org.uk
- Email: phso.enquiries@ombudsman.org.uk
- Address: Millbank Tower, 30 Millbank, Westminster, London, SW1P 4QP
- Phone: 0345 0154033
Contact ( Information:)
🧡 Person Centred Pathways Ltd 🧡Arena Business Centre, 🧡Threefield Lane, 🧡Threefield House, 🧡Southampton, 🧡United Kingdom, 🧡SO14 3LP Email: enquiries@personcentredpathways.co.uk 🧡Phone: +44 7814 723653