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Our compliments and complaints
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We welcome all compliments, complaints and comments regarding the service we provide. Your feedback is important to us and we use this to help us develop and improve the services we provide. Below you can find out how we analyse the feedback we receive and details of compliments and complaints that we received last year. There are also details of how to contact us with any comments you may have.
Analysing the feedback we receive
In order to assist our service in analysing the types of compliments, complaints and comments you make we have involved five Expert Elders. They will attend quarterly Older People’s Management Team Meetings to assist us in analysing your compliments, complaints, and comments and planning future developments.
Compliments about our service
In 2007/2008 we received 26 compliments about our service, some examples of which are listed below.
- "Our assessor has been excellent in giving us help and advice when needed and keeps in touch to see if we have any complaints or need extra help."
- "The social worker who came to assess my parents was extremely kind, caring and helpful. I cannot praise her enough."
- "The assessor was very professional and had a lot of empathy with my mother. She made her feel worthy and able to communicate. This is a welcome change as the elderly are so often treated as if they don't understand."
- "The assessors that have visited me have given me plenty of help and time; I would not have been able to manage without them."
Complaints about our service
In 2007/2008 we received 188 complaints regarding our service. The breakdown below shows a little more detail about the nature of these complaints.
- Fieldwork - 56
- Home support - independent - 84
- Hospital - 24
- Residential - independent - 11
- Other - 13
Contact us
If you have any comments to make, positive or negative, about the services you're receiving please contact us using our Tell Us What You Think Form.
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