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Complaints or Compliments

Service Users Feedback

 

Imagine welcome the submission of comments, compliments, concerns or complaints that enable us to improve our services.

 

The Imagine policy regarding this is available as a download.  

 

 

 

Service Users, staff, and the public can contact Imagine by email on:

imagine@imaginementalhealth.org.uk;

 

 

 

Telephone on 0151 709 2366;

 

 

 

or by post at our Head Office:

 

Imagine, 25 Hope Street, Liverpool, L1 9BQ 

 

 

 

Imagine

Quality management system

 

 

COMMENTS, COMPLIMENTS,

CONCERNS

 & COMPLAINTS

POLICY

 

 

 

 

 

 

 

Team Leaders/ Managers must ensure that:-

Ø  You read, understand and, where appropriate, act on this information

Ø  All people in your workplace who need to know, see this document

Ø  This document is filed in the correct folder to allow access to all staff in the workplace

 
 

 

 

 

 

 

 

 

 

 


imagine

 

Comments, Compliments, Concerns and Complaints Policy

 

 

 

Introduction

All stakeholders may use this policy, this includes;

  • Service users                       
  • Carers
  • Volunteers
  • Visitors
  • Funders
  • The public
  • Partner Agencies
  • Referers

 

At Imagine we welcome your comments, compliments as well as your concerns & complaints; our aim is to provide a high quality service. This policy is designed to make it easier for you to obtain a response from Imagine with regard to comments, compliments or complaints.

This is your service and exists to serve you, whether satisfied or dissatisfied, we would like to hear from you.

 

Imagine is striving to make the service better and more responsive. Please make your views known because your experience will encourage Imagine to continue to provide a high quality service as well as make improvements.

 

 

Principles

 

  • All comments and compliments will be circulated to the appropriate people
  • All concerns and complaints will be sensitively and appropriately investigated and the outcomes made clear to all individuals involved.
  • All complaints will be dealt with in a confidential manner.
  • Complaints received will not adversely affect any services you receive from Imagine.
  • All staff have a responsibility to cooperate with the policy and procedure
  • At all stages of the process each person involved is encouraged to have someone to support them, this can be a relative, friend or advocate not involved in the complaint being brought.
  • Each person will be advised of the nature of the complaint brought against him or her.
  • For all Imagine services, comments, compliments concerns and complaints can be made to our funders  - [please see attached list]
  • All employees will support individuals who wish to make comments, compliments, concerns and complaints, to make sure that their views are heard.
  • All users of Imagine services will be given a copy of D52 Making a Complaint information for service users
  • We will make sure that you are kept informed of progress.

 

 

Comments and Compliments

 

Comments, concerns and compliments can be made either verbally or in writing, by telephone or email to any member of Imagine staff, and can be made anonymously.

 

All comments and compliments will be gladly received and used to help Imagine continue to provide a high quality service

 

All comments and compliments will be forwarded to the area manager for any required action and statistics held centrally for monitoring purposes.

 

All comments and compliments will be responded to in line with the timescales identified in the complaints procedure where personal details have been supplied

 

 

Complaints& Concerns

 

The complaints& concerns section of the procedure gives:

 

  • Give clarity, enabling staff to understand what is required of them and how they should deal with complaints & concerns
  • Provide flexibility within the process providing staff with guidance about dealing with a range of feedback received about Imagine’s services

 

 

What is a complaint or concern?

 

A complaint is a way of telling Imagine that you are not satisfied with either the approach or attitude of a member   (or group) of staff, or that you are not satisfied with the standard, quality or style of service provided to you

 

 

Confidentiality

 

All complaints & concerns will be treated with confidentiality. Only persons involved in dealing with the complaint or concern will receive information with regard to the issue. Complaints or concerns may be received anonymously, however this will mean that we will not be able to include you in the process or inform you of the outcome and the process the process may be hampered because we are unable to speak to you.

 

 

 

Equality

 

All complaints or concerns will be handled fairly regardless of who makes the complaint. Imagine will not show bias or give preferential treatment to any individual or group. Where needed, Imagine will supply information in alternative formats and languages.

 

 

Telephone

 

A telephone line is available for anyone who uses Imagine’s services, as an alternative means of leaving comments, compliments concerns or complaints for Imagine.

 

The telephone line is only for comments, compliments concerns or complaints only. It is only to leave messages and therefore only has an answer-phone available. The telephone numbers are:  0151 703 7797 or 0845 603 2661

 

If you wish to speak to someone individually, please contact a member of staff from the service that you use. If you are unsure who to contact, please contact Imagine on:  0151 709 2366.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
Terms and conditions