Customer care and complaints

Hampshire County Council is committed to providing the best possible services for people living in Hampshire

By telling us what you think about our services, you can help us to continue to improve and make sure we correct any mistakes as quickly as possible. You will not be putting your rights to services at risk, so don’t be afraid to tell us what you think or what has gone wrong.

If you are unhappy about a service or decision you have received from us, please tell that member of staff first to see if it can be put right but if not, or if you would prefer, you can make a complaint.

You can make a complaint about our services whether you use them or not and you will not be disadvantaged in any way by making a complaint or comment.

You can either complain on your own behalf or with the help of someone else such as a relative, carer, friend or advocate.  If someone else is making a complaint on your behalf, we may need to contact you to make sure that you give your consent to this.  A member of the Customer Care Team can assist if you need help to make a complaint or require an advocate.

If you have a private arrangement with a social care organisation or provider you will need to raise your complaint with them.

National guidance only requires us to deal with complaints about events that happened in the past 12 months. Our complaints procedure cannot change decisions made by a court of law.

What you can expect from Adults' Health and Care

Our approach is about listening, responding and improving. By listening to your experiences, we can resolve mistakes faster, learn new ways to improve, and hopefully prevent the same problems from happening in the future.

  • We will treat you with respect and dignity
  • We will take your concerns seriously
  • We will always try to sort out your concerns as quickly as possible
  • We will make sure that you have adequate support

What we expect from you

We expect the same levels of respect and dignity to be shown towards our staff.

We will not tolerate abusive or threatening behaviour towards any staff member. In the event of this taking place, we will consider limiting the contact received from that person(s). We expect our staff to end abusive or threatening calls after telling the caller they intend to do this.

Accessible information standard

From July 2016 all organisations providing health or adult social care have to comply with the Accessible Information Standard in relation to direct patient/service user care or services.

Compliments, comments and concerns

If you are happy with any part of the service you receive, then please tell us. Our staff can’t accept gifts, but if you want to recognise their work or to say thank you, then you can contact us as below, and we will record your views, and pass them on to the people involved.

If you have any concerns over any aspect of our services, or you wish to make any comments or suggestions on how we can improve, then please use the online form

Compliments and comments

If you are happy with any part of the service you receive, then please tell us. Our staff can’t accept gifts, but if you want to recognise their work or to say thank you, then you can contact us as below, and we will record your views, and pass them on to the people involved.

Complaints

Although it may not always be possible to provide everything you want, by knowing about your complaints we can work together to try and put things right.

It is important that you let us know of your complaint as soon as it arises so it can be dealt with promptly. We may not be able to consider complaints made after one year of the event that gives reason for the complaint.

Our Complaints policy

For complaints about Adults' Health and Care including:

  • care at home: physical and learning disabilities
  • older people
  • residential and nursing care
  • sensory issues: hearing loss and sight loss

Contact us:

Online
Online
By sending a letter

Post to:

Customer Care Team
Adults’ Health and Care
3rd Floor, EIizabeth II Court West
The Castle, Winchester
SO23 8UQ

by phone

Office hours

0300 555 1386
8.30am to 5pm, Monday to Thursday
8.30am to 4.30pm Friday
Textphone 0300 555 1390

Out of hours

0300 555 1373
5pm to 8.30am, Monday to Thursday
4.30pm Friday to 08.30am Monday
All day on Bank Holidays

Responses

We will acknowledge your complaint to confirm we have received it and a member of the Customer Care Team will contact you to clarify your complaint or discuss a plan of action to deal with your concerns if necessary.

This initial communication will normally take three working days. We aim to respond to complaints within 20 working days, but additional time may be required to investigate more complex complaints.

We will keep you informed of any delays in the process. You can expect your complaints to be:

  • Listened to
  • Be investigated fairly
  • Responded to in full.

We will provide a clear written response to you and will share with you any improvements we intend to make.

If you are not happy with the response, you can ask the Local Government Ombudsman (LGO) to review the way we have dealt with your complaint.

Local Government Ombudsman

If we have not been able to resolve your complaint, please contact the Customer Care Team using the contact methods above to see if anything further can be done. However, if you are not happy with the response, you can ask the Local Government Ombudsman (LGO) to review the way we have dealt with your complaint.

Anyone who funds their own care, including those using a direct payment, has the right to refer their complaints to the LGO.

To contact the LGO:

If you are not happy with the response, you can ask the Local Government Ombudsman (LGO) to review the way we have dealt with your complaint.

Complaints to other organisations

Registered care home or an independent care provider

Ask the provider of the service for a copy of their own complaints procedure and use this

If you have tried or do not want to approach the independent provider directly, please contact Adults' Health and Care and we will see if we can help.

Contact:

The Care Quality Commission (CQC)
City Gate, Gallow Gate
Newcastle-upon-Tyne, NE1 4PA
Phone 03000 61 61 61

Health issues

Issues including:

  • Community Health Services
  • Dentists
  • GP practices
  • Pharmacies etc

Contact:

Southern Health NHS Foundation Trust
Phone 02380 874065

Community Hospitals
Neighbouring authorities