Complaints

How to Lodge a Complaint Against a Home Care Agency

We welcome the opportunity for all feedback to allow us to improve our services. The following information outlines how to complain about a care provider.

Step 1 – Contact Your Home Care Provider

The initial step in addressing any concerns should be to reach out to your home care provider directly. Clearly articulate your concerns and request that they address the issues promptly. Explain the specific outcomes you are seeking. If the desired resolution is not feasible, the care provider should provide a clear explanation and explore alternative solutions. It’s advisable to document your concerns, noting the date, time of the call, and the person you spoke with. Keep records of the care provider’s response and any proposed timelines for corrective actions. Request a follow-up letter or email outlining the steps the provider will take. If you have any concerns or complaints about our service, or wish to discuss any concerns with us, please contact us on 01536 647177 or email us at crystal@sereniteecare.co.uk

Step 2 – Contact the Care Quality Commission (CQC)

If you remain dissatisfied after contacting your care provider, you can escalate your complaint to the regulatory body, the Care Quality Commission (CQC). Every care provider in the UK must adhere to legal standards monitored by the CQC. These care standards can be accessed on the CQC’s website. You can raise your concerns with the CQC by phone at 03000 616161 or via email at tellus@cqc.org.uk.

Step 3 – Consider Switching to Another Home Care Agency

If your attempts to address concerns with your current home care agency have not yielded satisfactory results, consider exploring alternative care providers. At Serenitee Care, we prioritize exceptional care and support for our clients. We collaborate closely with you or your loved one and your support team to develop personalized care plans. Our clients attest to the positive impact of our services, enabling them to live better, happier, and more independent lives.

Choosing the Right Home Health Care Agency

The ideal home health care agency prioritizes your needs and preferences. You should feel respected and valued throughout your care journey, with your input driving the care plan. A reputable agency ensures your dignity is upheld and that your needs are met to a high standard. You should receive support that empowers you to live independently and enjoy activities you love, including time with friends and family. Ultimately, you should feel genuinely cared for and supported to live life on your terms.

At Serenitee Care, we are committed to delivering compassionate and personalized care that enhances your quality of life. Contact us today to discover how we can support you or your loved one with exceptional home care services.