Complaints Policy

Complaints Policy: SW Home Healthcare Ltd

1. Our Commitment

We aim to provide the highest standard of care. However, we recognize that sometimes things may not go as planned. We take all complaints seriously, see them as an opportunity to improve our services, and follow the National Health Service (Complaints) (Wales) Regulations.

2. How to Make a Complaint

Patients can raise concerns verbally or in writing. We encourage patients to speak to a member of staff immediately so we can try to resolve the issue on the spot.

3. The Process (The “Putting Things Right” Framework)

We follow a two-stage process:

StageActionTimeline
AcknowledgeWe will acknowledge your complaint in writing (email or letter).Within 2 working days
InvestigateWe will conduct a thorough internal review of the records and speak to the staff involved.Internal Review
ResponseWe will provide a formal written response explaining our findings and any actions taken.Within 30 working days

Note: If the investigation is complex and requires more time, we will notify the complainant and provide a revised timescale.

4. Advocacy and Support

If a patient needs help making a complaint, they can contact Llais. Llais is an independent body established by the Welsh Government to give patients a say in their health and social care.

5. If You Are Still Not Satisfied

If the patient remains unhappy after our final response, they have the right to take the matter further:

  • For NHS Services: Contact the Public Services Ombudsman for Wales.
  • For Private Services: Contact the Optical Consumer Complaints Service (OCCS).

6. Learning from Feedback

Every complaint is recorded in our Complaints Log. Our team reviews this log quarterly to identify trends, update clinical protocols, and ensure that the same mistake doesn’t happen twice.