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Quality Assured |
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We always seek to ensure that Apex Care provides the best possible care to all Service Users. Staff undertake quality assurance visits and quality control checks. These visits enable us to continually improve our services by acting upon the responses of Service Users. Annually, a Team Manager will visit the Service User to see that their needs and expectations are being met. Each Service User will have the opportunity to talk with the Deputy Manager and have a friend or relative present. Service Users can also contact the Registered Care Manager based at the Head Office of Apex Care to air their views. Once a year each Service User will be given a questionnaire asking them to record their satisfaction or otherwise with the care they are receiving. The results of the survey will be collated and presented to the senior management group and a copy will be forwarded to CSCI. Deputy Managers and Senior Care Workers will also undertake a quality control check on all Care Workers. This involves them visiting and assessing Care Workers on duty to monitor the care we deliver. All of these quality measures are strictly confidential and are treated very seriously . The Complaints Procedure Apex Care welcomes any Comments, Concerns or Complaints about the services delivered or how to improve the care services provided. Complaints or Concerns about the service provided within any Service User's home can be made face to face, in writing or by telephone and will be treated seriously. Compliments or complaints can be made to Apex Care, your local Social Services Department or the Commission for Social Care Inspection. If a Service User or relative requires help to make a complaint then they can obtain the services of an advocate via the local Social Services Department. Apex Care has policies and procedures covering:
Most problems can be solved through discussion with your Care Worker. There may be times when this is not the case and you need to make a formal complaint. If this is the case we will inform you of all of the available courses of action and relative bodies of information for you to make informed descisions.
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