We aim to provide the highest level of care and support to all our service users. However, we understand that there may be times when service users, their representatives or any other stakeholder feel dissatisfied with the service they have received. We welcome feedback and complaints as an opportunity to learn, improve our service, and demonstrate our commitment to quality care.
Please send your complaint to the Registered Complaints Manager Louise Hartland complaints@mcshealthcare.co.uk.
If you do not feel you can raise your complaint to the Registered Complaints Manager, please send it to the Nominated Individual and Registered Manager Aurelia Chirosca Clinicallead@mcshealthcare.co.uk.
The relevant manager will respond to the complaint in writing within 28 days of receiving the complaint. The response will explain the outcome of the investigation, any action taken as a result, and any further action that will be taken to prevent a recurrence. In extenuating circumstances, more time may be required, for example, very serious or complex issues. Should this be the case, you will be informed that more time is needed to investigate, and that you will be kept updated on regular basis thereafter on progress.
If you remain dissatisfied following the outcome of your complaint, you can raise your concerns with our regulators the Care Quality Commission.
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
03000 616161
