We always aim to provide a high standard of care in all our services.
Our Service Users’ views are important to us and help to ensure that our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know.
If a complaint alerts us to possible abuse or neglect, we will tell the West Sussex County Council Adult Safeguarding Team. The West Sussex County Council Safeguarding Team will decide how to investigate and monitor outcomes.
How to Tell us what we Need to Improve
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, their friends or family, can tell us how we can improve. First, you must speak to Emma Gadd or their Deputy.
If the suggestion is something that MollyCare Ltd as a company, needs to consider, you can send it to:
Registered Manager MollyCare Ltd
2c Arcade Road Littlehampton West Sussex BN17 5AR
or contact on 01903 372352
or by email at enquiries@mollycare.co.uk
Making a Complaint
MollyCare Ltd aims to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints confidentially.
MollyCare Ltd assures Service Users and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.
Who can Complain?
Anyone affected by the way MollyCare Ltd provides services can make a complaint. A representative may complain about the affected person if they:
- Have died
- Cannot make a complaint themselves, or
- Have given consent for the representative to act on their behalf
If you are not happy about making a complaint yourself and you do not know someone who can talk to us or write to us on your behal we will be happy to find someone from an independent organisation to act as an advocate for you.
How you can Make A Complaint
You can complain:
- In person
- By telephone
- By letter
- By email
- Through a member of our staff
- Through an advocate or representative
We will acknowledge all complaints, whether verbally or in writing, within 3 working days.
Anonymous Complaints
We deal with anonymous complaints under the same procedure. However, it is better if you can provide contact details so that we can tell you the outcome of our investigation.
Responsibility
Emma Gadd has overall responsibility for dealing with all complaints made about their service. We will provide, as far as is reasonably practical:
- Any help you need to understand the complaints procedure; or
- Advice on where you may get that help
How we Handle Complaints
Emma Gadd may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complainant.
We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:
- Details of the findings
- Any action we have taken
- Our proposals to resolve your complaint
- Lessons learned
Time Limits
You must complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
Further Steps
At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact the Emma Gadd at:
MollyCare Ltd 2c Arcade Road Littlehampton West Sussex BN17 5AR 01903 372352
You can also raise your complaint or concern with:
Director of Social Services:
West Sussex County Council Adult social 2nd Floor
County Hall Chichester West Sussex PO19 1RG
01243642121
Or if your care is funded by the Health Authority, you can contact:
Integrated Care Board:
NHS West Sussex Clinical Commissioning Group, Wicker House, High St, Worthing BN11 1DJ. Tel: 01903 708400
Once your complaint has been fully dealt with by MollyCare Ltd, if you are not satisfied with the outcome you can refer your complaint to the Local Government and Social Care Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free, independent service.
The LGO can be contacted 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 (CQC).
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) National Correspondence Citygate, Gallowgate
Newcastle upon Tyne NE1 4PA
Tel: 03000 616161