This information refers to complaints about Adult Social Care.
Adult Social Care has transferred to the Care Trust Plus who deal with all complaints relating to these services.
Anyone applying for or receiving social care has the right to have their concerns properly looked into.
You can complain about any aspect of the service that is provided, or indeed a failure to provide a service for you. If you have general concerns about the way you have been dealt with, either by an individual, or the wider system, you can make a complaint about that too.
There is a set procedure for the way you should be dealt with if you make a complaint. Your first point of contact with the Care Trust Plus should clearly explain the Complaints Procedure to you and offer guidance and assistance if you need it.
The Care Trust Plus want to make the complaints system easily accessible and simple to use. We do not want anyone to be put off by form filling or red tape. If you do not want to fill in a form just explain the problem to your usual worker or if you would prefer, the Complaints Manager. They will make sure that your complaint is entered into the system.
Customer Care Team
Care Trust Plus
1 Prince Albert Gardens
Grimsby
DN31 3HT
Tel: (01472) 625200
Please do not be afraid to express your concerns.
We want the opportunity to look into any problems and take appropriate action.
Please note, making a complaint will not mean that we will withdraw a service, unless you ask us to.
You may not feel able or confident enough to go through the process on your own. If this is the case we can put you in touch with support or advocacy groups who will help. If you just need to talk to someone to get guidance or support, you can contact the Complaints Manager.
If you would like to make a comment, suggestion or compliment please contact us AskUs@nelctp.nhs.uk
If you would like to make a complaint please complete the Complaint F orm or please email us at AskUs@nelctp.nhs.uk. Alternatively you can write to us at the above address or telephone on 01472 625200
There are three separate stages to the Adult Social Care Complaints Procedure. The Care Trust Plus very much hopes that you will let us try to resolve any problems at the first stage, direct with the staff and service area you usually deal with. If for any reason you would not be happy or comfortable for that to happen, you can deal direct with the Complaints Manager. In any event if you are not satisfied with our initial response you have the right to pursue the complaint to the next stage.
Your complaint will be acknowledged by letter within 5 days of receipt. You will at that time be advised of the officer dealing with your complaint and told by what date we will respond. This should be within 10 working days after the receipt of your complaint.
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If you are not satisfied with the response an investigation will take place by an officer who works in a different area of the Directorate and who has had no previous involvement in your case.
We will aim to respond to your complaint as soon as possible. However, some investigations may take longer than others but you will receive your final response within 65 working days.
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If you are still dissatisfied you have the right to request a Review Panel. The Panel is made up of an Independent Chair and two Independent People who have had no previous involvement with your case. They will review all the matters considered by the previous stages and make recommendations to the Executive Director of Community Care (acting as Director of Adult Social Services) based on their findings and conclusions.
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If for any reason you do not feel able to deal with us in respect of your problems or complaints, or you are not satisfied with your treatment, the process, or it's outcome, you have the right to contact the Ombudsman.
The Ombudsman's address is:-
Commission for Local Government Administration
Beverley House
17 Shipton Road
York
YO3 6FZ
Tel: 01904 380200
Advice Line: Lo-call 0845 602 1983
http://www.lgo.org.uk/
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If you receive a service which is provided on behalf of Care Trust Plus by a voluntary or private agency you should make your complaint in the first instance to the agency manager. If you feel unable to do this yourself contact the Complaints Manager and they will make the complaint on your behalf. If you are not satisfied with the response you receive from the agency you can then request that your complaint be looked at under Stage 2 of our procedure.
If you would like to receive this information in another language or in another format such as large print, Braille or on audio tape, please telephone (01472) 625200 orcontact us at AskUs@nelctp.nhs.uk