Alpha Community Care is committed to providing a service provision which is of the highest standards and quality. To help us maintain and improve our standards we will monitor the service through a Quality Management System which is designed to assist with the identification, interaction, control, monitoring, analysis and improvement of all key business processes of the company.
The participation of service users and their families, staff and other professionals completing annual satisfaction surveys is a key aspect within the system to enable Alpha Community Care to obtain an in-depth view that expected outcomes are being achieved and to help identify areas where improvements are required.
Complaints, Comments and Compliments
Whilst Alpha Community Care is committed to providing a high quality service at all times there may be occasions when we fail to achieve this. Service users, their families or representative are welcomed and encouraged to make us aware of their concern or issue the moment it is realised or occurs.
Service user’s, their family or representative should feel able to complain and feel confident that their complaint will be dealt with in a positive manner.
We have a full complaints policy for managing and investigating any complaints made, a copy of this is included in each service users care plan along with a form for service users to use as they choose, not only for complaints but we also welcome positive feedback, including compliments.
Our complaints policy provides details of our procedure and time frame for dealing with complaints and it also provides full details of whom you can refer a complaint on to if you feel it has not be appropriately addressed or dealt with by us.
Alpha Community Care aims to provide a high standard of care in all our services. Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know.