Whilst Haven Home Care aims to provide clients and their families with a first class service at all times, we recognize that there may be rare occasions where the service provided falls short of our high standards.
We would encourage clients and their families to relay any concerns they may have about any aspect of the care being provided at the first available opportunity, either directly to their care assistant, or to the care manager, Eileen Cawley.
In most instances we would hope to be able to deal with the issue there and then and it is clearly better for all concerned if relatively small concerns can be addressed immediately before they become a serious problem.
However, there may also be rare occasions where more swift and serious intervention is needed and, once again we would urge clients or their representatives to contact the care manager, Eileen Cawley without delay.
COMPLAINTS PROCEDURE
For this reason we have instituted a formal complaints procedure which we want clients and their families to be aware of and to feel free to use, should the need arise.
What Is A Complaint?
A complaint is any communication from a client, a member of Staff, a member of a client’s family or a visitor to the client, either in verbal or written form, expressing dissatisfaction with anything relating to the provision of care. Complaints can also be made anonymously
How To Make A Complaint
All complaints or concerns should be made if possible to our Care Manager, Eileen Cawley.
Complaints Procedure
Where possible a complaint will be dealt with to the satisfaction of the parties concerned at the time. Where this is not possible the complaint will be acknowledged in writing within 7 days of receipt and a formal response provided within 28 days
If a complaint is not resolved to your satisfaction, you are free at any stage in the proceedings to contact the HSE, Community Development Department, Primary, Community & Continuing Care, Hospital Complex, Castlebar, Co.Mayo. Telephone: 094 90 42025
How to pay us a Compliment
We do, however, receive far more compliments than complaints. If you would like to pay us a compliment just call us at our office or drop us a note. Please let your care assistants know that you are happy too, they work hard and no one objects to being complimented.