SCA Group

Services for a brighter future

Feedback on Our Services

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 SCA and the services we provide. To ensure this happens we: 

  • Publish a newsletter for all our users
  • Hold group feedback sessions
  • Carry out individual Consumer Surveys
  • Work with users to improve our service
  • Operate a Complaints System
  • Run regular checks on service quality
  • Involve users in ideas for new services.

SCA Community Care Services is dedicated to providing high quality services to our users.  We make every effort to meet the needs of users and to involve you in the planning of the services you receive. We want to know when we get things right, it is important to hear the good as well as the bad. 

We also want to know when things go wrong. 

Members of staff will be withdrawn from a service user in the event of a complaint being made, but may be allocated hours elsewhere whilst the complaint is being investigated 

 

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 - click on link to for local office details -   Southampton; New Forest; Poole; Poole Rehab;Waterlooville

 

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.  (Click on the link above for details of your local office)

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.  

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.  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.  

 

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.  

 

Domiciliary Care complaints may also be made to the Commission for Social Care and Inspection. 

HAMPSHIRE 

Commission for Social Care and Inspection,4th Floor, Overline House,

Blechynden Tce,Southampton ,SO15 1GW 

Local Office Telephone Number is: 023 8082 1300

 

DORSET 

Commission for Social Care and Inspection, Poole Office, Unit 4, New Fields Business Park,

Stinsford Rd, Poole  BH17 0NF 

 Local Office Telephone Number is: 01202 662992