Complaints Procedure
Nursing & Caring Direct has a Complaints Procedure, a copy of this will be given to all relevant parties before services are provided.
Nursing and Caring Direct will endeavour to resolve complaints promptly and effectively at the earliest possible stage in accordance with our Complaints Procedure.
• All Service Users and Care workers will be given a copy of the complaints procedure upon commencement of service or employment
• Any Service User, next of kin or care worker wishing to make a complaint should initially discuss the matter with their relevant Line Manager.
• Complex problems will be dealt with under the supervision of the Registered Manager.
• All complaints will be recorded in the log of complaints register and the relevant Trust representative will receive the complaint in writing within 5 working days. A written response will be made available to the complainant within 28 working days.
• If the complainant is dissatisfied with the manner in which the matter has been handled a written complaint should be submitted to the
Group Human Resources Manager
Nursing and Caring Direct
87-91 Great Victoria Street
Belfast
BT2 7AG
• Complainants who remain dissatisfied with the findings can request the Commissioner of Complaints to investigate the matter.
Commissioner of Complaints
Progressive House
33 Wellington Place
Belfast
BT1 6HN
The following organisations offer Independent Advocacy Services and may be able to speak on your behalf or assist you in making a complaint or raising a concern.
Mencap Northern Ireland
Segal House
4 Annadale Avenue
Belfast
BT7 3JM
Tel: 028 9069 1351
Age NI
3 Lower Crescent
Belfast
BT7 1NR
Tel: 0808 808 7575
Disability Action
Portside Business Park
189 Airport Road West
Belfast
BT3 9ED
Tel: 028 9029 7880
If you require any further assistance or advice on Independent Advocacy Services, you can contact the Manager on 028 9260 5991
RQIA
The Regulation Quality Improvement Authority is an independent body responsible for monitoring and inspecting the availability and quality of Health and Social Care Services in Northern Ireland, based upon the New Minimum Care Standards and to ensure that Service Users know what Quality of services they can expect to receive? They can be contacted at.
The Regulation and Quality Improvement Authority
James House
2-4 Cromac Avenue
Gasworks
Belfast
BT7 2JA