Your Feedback Matters

Although rare, we are aware that sometimes things will not go so well and a person may feel the need to express their concerns. It is important that we are aware of these events so we can learn from them and improve the service that we provide to our clients.

We will take feedback and complaints from all parties but where possible, we will need to seek the clients consent before providing feedback, if directly relating to a person’s care.

The Homeless Health Service aims to ensure that complaints can be resolved easily and quickly, often at the time they arise, with the person concerned and to the complainant’s satisfaction. If the complaint cannot be resolved in this way and the complainant wishes to make a formal complaint, we would like to know about it as soon as possible as this will enable us to establish what happened more easily. If this is not possible, there are time limits and the complainant is required to provide the details of their complaint either within 12 months of the incident, or 12 months from the date on which the event/incident which is the subject of the complaint, is known to the complainant. Complaints received outside this timeframe will be considered on a case-by-case basis in line with national guidance.

In line with national guidance, where a complaint is made verbally, we will make a written record of the complaint and provide a copy of the written record to the complainant to check for accuracy and completeness.

Written complaints will be acknowledged in writing within three working days of receipt by the Service Manager.

The Service Manager will then investigate the complaint and feedback directly to the complainant in writing or verbally. They can feed back to a third party with the expressed consent of the individual concerned. Complaints may be made by a third party on behalf of someone else if:

• The individual concerned has died
• The individual is a child
• The individual is physically or mentally incapable of making a complaint
• The individual asks a third party to make a complaint on their behalf (confirmation of this will be sought where possible)

They will aim to respond within 10 working days. If the response is likely to take longer, the complainant will be kept informed or anticipated timescales.

Complaints of a vexatious nature (made purely to annoy the practice) may be rejected and reported to the Local Medical Council (LMC).

It is often helpful and recommended that a meeting is held with the service to discuss the situation and the investigation findings. This is often enough to provide reassurance that the matter has been dealt with sufficiently. This can be arranged by the Service Manager or by Reception.