YourCare24 values your comments on its service. It recognises that the monitoring and handling of complaints are key performance indicators for the quality of its service and represent an opportunity for continuous improvement in service standards.
If you have a complaint about any aspect of the service you have received from YourCare24 you can address that complaint as follows:
YourCare24 undertakes in handling your complaint to be accessible, impartial, responsive and respectful of your confidentiality.
Ordinarily a complaint must be made within six months of the date on which the matter occurred.
YourCare24 will attempt to resolve your complaint at the time when you raise it. It will acknowledge written complaints ordinarily within 48 hours of receipt. A full response will be made within 20 working days of complaint, failing which you will be advised of progress and reasons for delay.
Your complaint will be managed by the Manager. If your response is from a member of staff other than the Manager, you are entitled to request the matter be brought before the Manager. You can also make that request at the time of your complaint.
If you are dissatisfied, you may ask your social worker, local authority or CQC to review your complaint. CQC and Rotherham City council can be contacted at:
Care Quality Commission
Newcastle upon Tyne
Phone: 03000 616161
Rotherham Metropolitan Borough Council