Customer Involvement
At SCA we value the people who use our services. We go to great lengths to make sure that they are central to the development of our services by listening to what they have to say about us and the services we provide. To ensure this happens we:
• Publish a newsletter for all our users
• Hold customer involvement forums
• Carry out individual consumer surveys
• Work with users to improve our services
• Operate a complaints system
• Run regular checks on service quality
• Involve users in ideas for new services
At SCA we are dedicated to providing high quality services to our members. We make every effort to meet the needs of our members and to involve them in the planning of the services they receive. We want to know when we get things right, it is important to hear the good as well as the bad. If you are a customer and would like to come along to one of our customer involvement forums then please contact victoria.judge@scagroup.co.uk.
We also want to know when things go wrong.
HOW DO I MAKE MY COMMENTS KNOWN?
If you are happy with the service we provide(d) for your or a family member, then we would like to hear from you.
Written feedback is always welcome, and can be sent to your local office or added via our comments page.
HOW DO I MAKE A COMPLAINT?
If you are unhappy, we would like the opportunity to put things right.
First of all, talk to a member of staff you know and explain what the problem is (see our Contact Us page).
The member of staff will listen and try to solve your problem. If the problem cannot be solved quickly and locally, please contact the complaints officer by letter or telephone.
SCA Complaints Officer
Amplevine House
Dukes Road
Southampton
SO14 0ST
Tel: 023 8036 6663
The complaints officer will be in direct contact with you and will keep you informed and will then involve the managers and staff in the process of investigating and solving any problems. You can appeal if you are unhappy with the outcome, the complaints officer will arrange an appeal panel of the SCA Board Management who will review the complaint and outcome.
Members of SCA staff will be withdrawn from a customer in the event of a complaint being made, but may be allocated hours elsewhere whilst the complaint is being investigated.
To view a copy of our Complaints Policy please download from the link opposite.
MAY I BRING SOMEBODY WITH ME?
Yes. A friend, relative or carer, or a member of our staff can help you, or, with your permission, represent you. Some areas also have Advocacy workers who may be able to support you in your complaint.
DO I HAVE TO COMPLAIN IN WRITING?
No, you do not need to do this straight away. You can talk to staff or the complaints officer informally at first. If your complaint cannot be sorted out locally, it is better to put it in writing. You can ask somebody to write it for you if you wish.
You have the right to complain directly to your local Social Services Department should you so wish.
SCA Care complaints may also be made to the Care Quality Commission
Care Quality Commission
National Correspondence
CityGate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel No: 03000616161
