Complaints, Suggestions and Compliments Procedure
A complaint can be made: by telephone; in writing; by email; or in person. All responses will be made/followed up in writing (preferably email).
Complaints can be made to:
Elect Healthcare Solutions Ltd
01279 400 480
Complainants must receive an acknowledgment within 24 hours. In this acknowledgment let them know who will be investigating the complaint.
Set a time limit for the acceptance and investigation of complaints. 12 months is appropriate. Once established you can state that:
A complaint must be made no more than 12 months after:
State also how you will deal with anonymous complaints.
All complaints will be dealt with by a senior person within the organisation.
Complainants will receive (as far as reasonably practical):
The notice board at your registered address (or other prominent public place) should include a display of advocacy services with contact details. It needs to be regularly reviewed, to ensure that advocacy services contact details are up to date.
Elect Healthcare Solutions Ltd will only accept complaints from a third party under certain conditions:
The procedure must be available, upon request, in other languages and formats. You only need to prepare a special format on request to keep costs low.
You should state your expected turnaround/resolution time. This should be 28 days, but be realistic advising longer where necessary.
All complaint investigations should be completed within 6 months at the latest, unless a different time period has been agreed. This should only be done when there is a good reason for it.
Complainants have the right to refer their complaint to the Local Government Ombudsman if they are unhappy with the outcome of the investigation. The complainant also has the right to alert the Care Quality Commission.
“Once your complaint has been fully dealt with by Elect Healthcare Solutions Ltd, if you are not satisfied with the outcome you can complain to the Local Government Ombudsman (LGO). The LGO provides a free, independent service. You can contact the LGO Advice Team for information and advice, or to register your complaint:
T: 0300 061 0614
The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.
Our service is registered with and regulated by the Care Quality Commission. The CQC cannot get involved in individual complaints about providers, but is happy to receive information about our services at any time. You can contact the CQC at:
Care Quality Commission (CQC)
Newcastle upon Tyne NE1 4PA
Tel: 03000 616161
Fax: 03000 616171
Elect Healthcare are fully committed to protecting any personal information that you choose to share with us via our website or through any means of correspondence.
What information do we collect?
Elect Healthcare is part of the Pario Group of companies. At no stage will we disclose your information to a third party company outside of the Pario Group of companies and will use the appropriate security measures to ensure that all data remains private.
This also applies to any correspondence made by fax, phone or email.
We track all visits to our website so that we can monitor usage and preferences to help us provide a better service and online experience for our users. Information we collect relates to referral websites, search engines and your personal IP address. We do not use this information to identify you as an individual and you will remain anonymous.
Cookies are small files stored within your web browser from our website. Cookies do not collect or contain any personal information about you nor do they allow us to access your computer in any way, shape or form.
Please note that in agreeing to share these details you have not forfeited your rights as outlined under the Data Protection Act 1998.