A client and two adults

Feedback

Whether you would like to share a compliment, make a suggestion, or raise a concern or complaint, we encourage you to let us know about your experience.

Your Feedback Matters to Us

We value the views and experiences of our service users, families and visitors. Your feedback helps us understand what we are doing well and where we can make improvements to the care and services we provide.

Whether you would like to share a compliment, make a suggestion, or raise a concern or complaint, we encourage you to let us know about your experience.

All feedback is welcomed and will be treated respectfully. Where appropriate, your comments will help us identify areas for learning and improvement and support us in continuing to provide safe, compassionate and high-quality care.

Your Voice Helps us Make a Difference

There are several ways you can provide feedback to us at Southend Care. You can contact us by telephone or in writing, whichever method is most convenient for you. You can also go to our Contact Us page on our website Contact Us - Enquiry Type - Feedback 

Telephone: 01702 212426 ( Monday to Saturday 9am to 5pm)

Address: Southend Care Ltd, Brook Meadows House, Burr Hill Chase, Southend on Sea, Essex, SS2 6PE

When contacting us, please provide your preferred contact details. This will enable us to acknowledge your feedback promptly and, where appropriate, contact you to discuss your concerns or provide an update.

You can also feedback to individual services by emailing our managers.

If you would like to escalate any concerns, please contact:

Director of Operations - charleneadutwim@southendcare.co.uk

Making a Complaint on Behalf of Someone Else

If you are making a complaint on behalf of another person, we will need their consent before we can discuss their care or share any personal or confidential information with you.

Where appropriate, we may contact the person concerned directly to confirm that they have given permission for you to act on their behalf. If consent cannot be confirmed, we may be limited in the information we can share with you or the actions we can take in relation to the complaint.

We are committed to protecting the privacy and confidentiality of our service users and will handle all personal information in accordance with our legal and professional responsibilities.

What Happens after you contact us?

  • Once we have received your complaint we will contact you within 3 workings days to acknowledge this.
  • You will be assigned an investigating officer
  • They will contact you to discuss the areas of concern and the complaint in more detail
  • Agree appropriate timescales with you for providing a response
  • Provide you with a clear response outlining the outcome of your feedback or complaint, including any actions we have taken or will take to improve our services.

If You Are Not Satisfied With Our Response

If you remain dissatisfied with the outcome of your complaint or the way it has been handled, you can request an escalation to a Director of SCL, explaining the reasons for your dissatisfaction.

The Director assigned will review your complaint, make contact with you and provide you with an outcome.

If you are still dissatisfied following the completion of our complaints process, you can refer your complaint to the Local Government and Social Care Ombudsman (LGSCO).

The LGSCO provides a free, independent service. Their advice team can be contacted for information and advice, or to register your complaint:

Telephone: 03000 610614

Contact us - Local Government and Social Care Ombudsman

You can read our Complaints Policy here Complaints Policy.

CQC

The Care Quality Commission can be contacted at:

Member of Staff https://www.cqc.org.uk/contact-us/report-concern/report-concern-if-you-are-member-staff

Member of the public https://www.cqc.org.uk/contact-us/report-concern/report-concern-if-you-are-member-public

Online Contact Form https://www.cqc.org.uk/contact-us/contact-us-online-form

Telephone: 03000 616161. Phone lines are open Monday to Friday 8.30am to 5.30pm excluding bank holidays

The Care Quality Commission will not investigate individual complaints but is happy to receive information about care providers