With respect to service user feedback concerning the quality-of-Care Services provided this information is formally reviewed for content and possible action. These reviews classify service user feedback as follows, and is considered as positive through to negative feedback:

Types of feedback:

• Compliments – positive input regarding aspects of the Care Service
• Comments – still positive, but possible scope for improvement
• Concerns – negative feedback where action may be required to address a problem
• Complaints – serious concerns on the part of the service user, requiring formal action as described below:

There is a formal process for the management and handling of complaints from service users. This is documented in Complaints Compliment Policy and Procedure. The Policy provides for appropriate investigation and a timely response to the complainant, and if required the means for the service user to take the complaint to the appropriate regulatory authorities. This is explained in the Service User Guide and the service user is also made aware of the right to complain prior to finalising the Care Service Contract.

It is the policy of the Organisation to strive to ensure that compliments outweigh complaints.

Victory Care Limited supports people contacting the Care Quality Commission, which is an independent public body, set up to regulate social care. The Care Quality Commission ensures that care services are run in accordance with common quality standards, set by Government. The Care Quality Commission is committed to improve the quality-of-care services in England and improve the protection of vulnerable people using these services. 

You can find out more about the Care Quality Commission, or raise comments, compliments, and concerns about Victory Care Limited, at any time, by contacting: 

Care Quality Commission (CQC) 

National Customer Service Centre 

Citygate 

Gallowgate 

Newcastle Upon Tyne 

NE1 4PA 

Tel: 03000 616161 

Email: enquiries@cqc.org.uk 

Website: www.cqc.org.uk