Rangeford

Organisation and our business

Our business

Complaints, compliments and comments - how to give us feedback

Rangeford Care has a full complaints and compliments policy for receiving compliments and comments and for managing and investigating complaints made by clients, carers or others. It provides information on the right to refer a complaint to our regulator, the Care Quality Commission.

Our assurance to clients

  • We will learn from each and every complaint, to help current and future clients.
  • All comments and complaints will be taken seriously, investigated thoroughly and confidentially, and resolved as quickly as possible.
  • We will be open and honest.
  • Apologies will be given when appropriate.

Quality assurance

Rangeford Care has in place a policy of continuous quality improvement with the aim of maintaining and improving service standards.

Client feedback

We ask for feedback from all our clients to establish whether or not they are happy with the service that they are receiving. We request written feedback following the placement of PAs, and also follow up feedback via a telephone call to ensure any issues are dealt with as soon as possible. We take our audit of information seriously and strive for continuous improvement.

Charges and method of payment

Your charges will be agreed with you prior to us commencing the service. You will be invoiced on a monthly basis. These will be based on your agreed total weekly care package requirements as described earlier. Our payment terms are 14 days and payment can be made via BACS, standing order or cheque.

Any queries relating to invoices and charges can be raised with the Care Manager.

Requests for additional support or services

Any requests for additional support or services should be made to the Care Manager who will arrange for these to be planned, delivered and update your agreement accordingly.

Summary of complaints policy

Rangeford Care welcomes all forms of feedback including:-

If a client has a reason to complain, he/she should in the first instance speak to a member of the Rangeford Care team.

If you do not feel your complaint has been satisfactorily resolved they can make a written complaint to:-

The Care Manager
Rangeford Care
Wadswick Green,
The Pavilion,
Westwells Road,
Corsham, SN13 9FN

Tel: 01225 585050

 

If the complaint remains unresolved it will be reviewed by:

The General Manager

Wadswick Green,

The Pavilion,

Westwells Road,

Corsham, SN13 9FN

 

If you remain dissatisfied you can appeal to:

Chief Executive

Rangeford Care

The Pavilion,

Westwells Road,

Corsham, SN13 9FN

 

You can at any time write to the:-

Care Quality Commission
Citygate,
Gallowgate,
Newcastle upon Tyne,
NE1 5PA

Tel:03000 616161

www.cqc.org.uk

Local Government Ombudsman

PO Box 4771, Coventry, CV4 0EH

Tel: 03000 610614

www.lgo.org.uk