COMPLAINTS

Tell us when something is not right.

A complaint is a chance to put matters right and learn. Raising a concern must not disadvantage the person receiving care.

How to complain

1. Call Civic Healthcare on 0113 856 2374 and ask to speak to the person responsible for complaints.
2. Explain what happened, who was affected, when it happened and what outcome you are seeking.
3. Tell us about any immediate safety risk so it can be acted on first.

What Civic should do

We should acknowledge the complaint, identify who will handle it, keep you informed, investigate proportionately and provide an outcome with any action or learning. The full complaints procedure, including timescales and escalation routes, should be supplied on request.

Other routes

If the complaint concerns care commissioned by a council or NHS body, you may also use that organisation’s complaints route. The Local Government and Social Care Ombudsman can consider eligible adult social care complaints after the provider’s process. CQC does not resolve individual complaints, but accepts information about care to inform regulation.