Adevia Health - Complaints
Adevia Health is committed to providing the highest quality of service to its customers. In the rare case where a user or a nurse has reason to complain, we have in place a structured procedure, as required by law. We will try to sort out any complaint as quickly as possible.
First stage:
First, contact the local manager by telephone, writing or email. Let them know what the problem is and how it has come about. They will aim to solve the problem within 7 days of you contacting them. You will be kept informed of any action that is taken. We aim to resolve most problems at this stage. If you are not satisfied with the outcome you may go to the next stage.
Second stage:
The second stage is to report the matter to the Head Office. The Chief Executive or one of the Company Directors will deal with the matter. You will be told who is dealing with your complaint.
Depending on the nature of the complaint, we may conduct a formal investigation. We aim to complete this stage within two weeks. You will be told of progress, the outcome of the investigation and any action that has been taken to resolve the complaint. If you are not satisfied at this stage, you may go to the third stage.
Third stage:
Adevia Health will appoint an independent person with knowledge of the relevant area to review the actions or inaction of Adevia Health. Adevia Health will give you the reviewer's details and you will have the right to contact them directly with your case if you wish.
The review will take into account all the information from previous stages and what Adevia Health has tried to do to resolve the complaint. The review should be completed within one month of it being started. You will be informed of the outcome of the investigation and any action taken.
Commission for Social Care Inspection - CSCI:
If, following the completion of the third stage, you are still not satisfied with the outcome you may refer your complaint to the CSCI. Their website is: www.csci.org.uk or call their office on Tel: 020 8735 6370 or Fax: 020 8735 6386 or by post from their head office at:
Commission for Social Care Inspection, 11th Floor, West Wing, 26-28 Hammersmith Grove, Hammersmith, London, W6 7SE
Recording of complaints:
We will record all complaints so that we can effectively monitor any problems that occur, how they are best resolved and the time it takes to solve them. This will be used to review our procedures and improve them where necessary.
All information will be treated as confidential and we will take care to follow Data Protection legislation in handling and managing data.
Contacts:
CSCI Responsible Individual :
Martyn Ward
Adevia Health
Barley Mow Centre
Barley Mow Passage
London
W4 4PH
T 0870 033 0500
F 0870 922 3636
www.adeviahealth.com
martyn@adeviahealth.com
COMMISSION FOR SOCIAL CARE INSPECTION:
Head Office:
33 Greycoat Street
London
SW1P 2QF
Tel: 020 7979 2000
Fax: 020 7979 2111
Email: enquiries@csci.gsi.gov.uk
www.csci.org.uk
CSCI Local office:
11th Floor
West Wing
26-28 Hammersmith Grove
Hammersmith
London
W6 7SE
Tel: 0208 735 6370
Fax: 0208 735 6386
Office of the Immigration Services Commissioner:
Head Office
5th Floor
Counting House
53 Tooley Street
London
SE1 2QN
Website: www.oisc.gov.uk
Tel: 020 7211 1500
Fax: 020 7211 1553
