Rangeford

Organisation and our business

Our business

Our assurance to you

  • 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 and customer feedback

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

We ask for feedback from all our clients to establish whether or not they are happy with the services that they are receiving. We request feedback in a number of ways (verbal, written, surveys and audits) and welcome unsolicited feedback at any time. We will use this data along with that from our regulator to strive for continuous improvement.

Contract terms and conditions

We will provide you with a written contract in advance of the commencement of our service. The written contract will be signed by you (or a named representative on your behalf) and the Care Manager. You will retain a copy and we will keep a further copy on your personal file. The contract, together with this “Guide to our services”, will comprise the terms and conditions on which our service is provided.

Complaints, compliments and comments
– how to give us feedback

Rangeford Care has a policy for receiving feedback and comments and for managing and investigating complaints made by clients, carers or others. A copy is provided in your move in Welcome Pack. It provides information on the right to refer a complaint to our regulator, the Care Quality Commission or the Local Government Ombudsman.

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 in this brochure. 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 delivered and update your agreement accordingly.

Summary of complaints policy

Rangeford Care welcomes all forms of feedback including:
Compliments – positive feedback on our services and staff
Comments – still positive, but providing scope for improvement or change
Complaints – concerns requiring formal action

If you have a reason to complain, you should:

Step 1 - Please discuss your concerns informally with the relevant member of staff or supervisor at the earliest possible opportunity.

Step 2 - If you remain dissatisfied with our informal response, please write to the Rangeford Care Manager at The Pavilion, Wadswick Green, Corsham SN13 9FN or feedback.care@RangefordCare.co.uk.

You can also fill in and submit a Complaint Form, which is available at reception or can be downloaded by selecting feedback at the foot of the webpage.

The Care Manager will acknowledge your complaint within 24 hours and investigate the matter. If appropriate, and if you agree, the Care Manager may arrange a meeting for you with relevant staff to discuss the matter before responding to you. In any case the Care Manager will respond to you within 10 working days.

Step 3 - If you remain dissatisfied with the Rangeford Care Manager’s response, please write to the General Manager at The Pavilion, Wadswick Green, Corsham SN13 9FN or feedback.wg@WadswickGreen.co.uk.

You can also fill in and submit a Complaint Form, which is available at reception or can be downloaded by selecting feedback at the foot of the webpage.

The General Manager will acknowledge your complaint within 24 hours and investigate the matter. If appropriate, and if you agree, the General Manager may arrange a meeting for you with relevant staff to discuss the matter before responding to you. In any case the General Manager will respond to you within 10 working days.

Step 4 - If you remain dissatisfied with the General Manager’s response, please inform us and we will escalate your complaint to the Chief Executive of Rangeford Holdings Ltd. The Chief Executive will provide our final decision within a further 10 working days.

If at any step we require more time to investigate the matter or respond, we will agree a new response deadline with you. We will always provide a final decision in writing within 56 calendar days of receiving a complaint, not including any time that you may take in deciding whether to seek escalation, unless we have previously agreed a later deadline with you.

If at any step you tell us that you are not satisfied with our response, we will not require you to write in again in order to pursue the complaint through the escalation procedure.

Step 5 - If you remain dissatisfied with our final decision or we fail to provide that decision by the relevant deadline, you may refer your complaint to:

The Local Government Ombudsman 0300 061 0614 www.lgo.org.uk
Care Quality Commission 0300 061 6161 www.cqc.org.uk

We will co-operate fully with the Ombudsman Service during any investigation and comply fully with the resulting final decision, which will be binding on us.