Quality Statement

We will aim to provide high quality services at all times. It is the responsibility of all staff to strive for the highest standards and quality in their work.

Quality is everyone's business and is its constant pursuit is integral to the work of Herefordshire Carers Support.

Core Standards for our Work with carers

• You are treated with respect and courtesy at all times
• Information is kept confidential unless it is against the law to do so
• You are involved in decision making
• You know who your contact person is
• We do what we say

Comments, Compliments and Complaints

At HCS we always strive to ensure that we give good service and we are always looking for ways in which we can improve the service. We therefore welcome any comments and we promise that we will always listen and respond to you.

You may wish to:

• Make to comment or suggest how we could do things better.
• Pay a compliment to someone who has helped you.
• Make a complaint about something you are unhappy about.

If you think that something has gone wrong, we need to know so that we can put it right.
You have the right to complain about:

• A service you have received
• Lack of service
• A plan or a decision
• The attitude, actions or behaviour of staff which affect you, your child or someone close to you.

We know that many people feel reluctant to tell us that something is wrong, especially if they rely on a service we provide, but we would like to reassure you that your service will not be affected in the event of you making a complaint.

If you complain we will reply to your complaint within 7 working days of receiving it. We will do our best to deal fully with your complaint within this time, but if we cannot, we will tell you why. We will also tell you if there is any other information we need and when you can expect a fully reply.

This is the procedure to follow and contact details if you wish to make a complaint:
The Informal Stage - this is when you discuss your complaint with the person providing the service. They will do their best to sort it out.
The Formal Stage - this is where (a) you are unable to sort the matter out through the informal stage or (b) if your complaint is very serious or (c) if you wish to make a formal complaint. You can make this complaint:

• By phone to the Director
• In person, by making an appointment to see the Director
• In writing - by post, fax or email

In the first instance you should put your complaint in writing and send it to the Director who will investigate the situation and respond to you in 7 working days. If you are not happy with the response you can contact the Chairman of the Trustees and your complaint will be investigated by a Trustee of HCS who has been nominated by the Chairman. If you are a child, or you are complaining about a service provided to a child, then an independent person from outside HCS will also be involved at this stage.

If you are not satisfied with the way HCS has dealt with your complaint you have a right to complain to the organisation that has funded the service. Most of our services are funded by Herefordshire Council so you can complain via your social worker, if you have one, or direct to The Contracts Officer, Herefordshire District Council, Social Care and Strategic Housing, Garrick House, Widemarsh Street, Hereford, HR4 9EU. 01432 260000.

Contact details for comments, compliments and complaints:

Director: Jacqui Bremner
Address Herefordshire Carers Support Ltd, Canal Road, Hereford HR1 2EA
Telephone 01432 356068
E-mail help@herefordshirecarerssupport.org
Chair of Trustees - Janet Fellows (at the above address)

If you wish to provide feedback on our services please click  Here