Information about how to send adult services a complaint, comment or compliment, your feedback on our services, our consultations, and ratings for our CQC registered services.
Our Client Relations Team is here to listen to what you want to tell us about our services. This includes compliments and other comments, as well as complaints. The compliments we receive are mainly about how helpful, kind and professional staff have been, or about the quality of one of our services. If you have a comment or compliment, this will be passed on to the appropriate service area. If you do have a complaint, the team will make sure it is investigated as thoroughly as necessary and that you get a full response to all the issues you raise, including advice on other options open to you if you are not satisfied with what we say. We can investigate complaints about social care services provided or arranged by the council, and about NHS Continuing Healthcare ("CHC") services which the council arranges on behalf of the NHS.
You can contact us by phone on 01670 628888 or by writing to us at the address below: Adult Social Care Comments, Compliments and Complaints FREEPOST RLTX-LBXU-SHBS County Hall Morpeth Northumberland NE61 2EF We are happy to accept your complaints, comments and compliments by email to: clientrelations@northumberland.gov.uk You can make a complaint online, by using this form
While we welcome any kind of comment, we take complaints seriously. We try to provide the best service we can, but sometimes things go wrong. When that happens, we want to be told, so we can make sure things work better in future and we can learn lessons that will benefit other people. Often the best thing to do when something small goes wrong is to mention it to the staff concerned, who may be able to sort things out on the spot. But if there is a more serious problem, or if you do not feel staff are listening to you, you have a legal right to make a complaint and to have it properly investigated.
If you have a complaint about your assessment or care plan, then the best person to talk to will usually be your care manager. If you have a complaint about one of the services your care manager has arranged, it is usually best to start by contacting the provider of the service (for instance the organisation which employs your home carers, or the manager of a care home). However, you can contact your care manager if you find that easier. If you don’t want to speak to your care manager about the problem, or if you feel your care manager is not listening to you, you can contact our complaints team.
To deal with your complaint appropriately, we will need to know:
‘Next steps for Adult Social Care in Northumberland’ describes what we see as the main issues facing Adult Social Care in Northumberland over the next three years and what we intend to do about each of them. This document is intended as a starting point for a conversation about whether we have identified the right issues to focus on and how those issues are best addressed. We are inviting views about those issues from everyone with an interest in the future of adult social care, from people with care and support needs and carers, to partner organisations. If you would like to give us you feedback and comments about the issues described in this document you can send us an email to: asc-conversation@northumberland.gov.uk
Co-production in Adult Social Care is moving towards a more equal relationship where people with care and support needs and those responsible for services share the discussion and decision-making to plan and deliver support together. Northumberland County Council and Adult Social Care (ASC) are working hard to make sure that we live in a place where everyone matters. A place where its citizens come first and where people live safe, healthy and independent lives. It’s a big ambition. To make this work, we need the help and support of the people we serve. Please click this link to read our Northumberland Adult Care Services Engagement and Co-production strategy.
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