Concerns & Feedback

We strive to provide outstanding care to all our service users, each and every day. We welcome feedback of all kinds – compliments, concerns, complaints and all other inquiries.

Receiving feedback and input from our service users, their families and carer is important to help us continually improve our services.  If you submit a complaint, we’ll investigate and try to resolve it. We’ll do our best to make sure it doesn’t happen again.  

Here are a few ways to share your feedback, compliments or concerns:  

  1. Discuss your service-related concerns with your service manager  
  2. Share compliments and feedback with your service manager or Quality & Compliance team.
  3. Call Care Quality Commission to share concerns about the service  
  4. Contact Patient Ombudsman   

1. Complaints Regarding Services 

As a service user, you have the right to bring forth complaints and concerns regarding your service(s). The following details the nature of service users-related complaints we will work to address:

  • A decision that the patient is not eligible to receive a particular home and community care service. 
  • A decision to exclude a particular home and community care service from the patient’s care plan. 
  • A decision respecting the amount of any particular home and community care service set out in the patient’s care plan. 
  • A decision to terminate the provision of a home and community care service to the patient. 

Please follow these steps to have your concerns reviewed and assessed for resolution options:

  1. Contact your care coordinator to discuss any concerns or complaints. Your care coordinator is most familiar with your situation and wants to hear what is going well for you and what can be improved. Your care coordinator will work with you, your family or caregiver to address any concerns. Most patient complaints are successfully resolved at this level.  
  2. If, after speaking with your care coordinator, your complaint is not resolved to your satisfaction, you can ask your care coordinator to speak to their manager.  
  3. If, after speaking with a manager, your complaint remains unresolved, you may request a formal review. The manager will inform you how to proceed with a formal review.
  4. Following the formal review process, if you remain unsatisfied with the decision, you have the right to appeal that decision to the Health Services Appeal and Review Board, if it concerns your eligibility for service, the type or amount of service you receive or why services were discontinued.  

2. Compliments or Feedback 

Please feel free to share your feedback with your care coordinator. You may also share compliments or complaints with your local privacy, patient relations, quality or records office. To determine the most appropriate contact, please use the location lookup tool.