Comments, compliments and complaints

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We like listening

Here at Community Health Partnerships, we value feedback from our tenants, patients and other stakeholders as a good way to improve and to maintain good relationships with our customers.

That is why we have made changes to our feedback policy to ensure we can listen to comments that may help us improve; respond quickly to complaints when things go wrong; and share compliments across the company when we get things right.

In actively encouraging feedback from anyone who works with us, we can ensure the voice of our customers is at the heart of our service.

As a customer you can make a comment, compliment, or complaint about any aspect of our service:

  • Comment – any suggestion that will help to shape and improve our services.
  • Compliment – where our staff, services, policies and procedures have exceeded expectations
  • Complaint – when customers are concerned or dissatisfied with our service or our policies and procedures do not meet their expectations.

This is what we will do:

Comments

Comments will be reviewed regularly, and they will be used to improve our services. Usually, a response to a comment will not be necessary, but we will acknowledge receiving them.

Compliments

The feedback sent to us will be monitored and shared regularly across the company so that we can and adopt good practice and celebrate achievements. In most cases, a response to a compliment is not necessary, but we will acknowledge them.

Complaints process

If as a customer you are dissatisfied with the service we provide, the best way to resolve this is to get in touch and explain your concerns. We will acknowledge the receipt of your complaint and forward it to a relevant line manager to investigate.

Investigating officers have 10 working days to respond to the complaint in line with our policy.

If you are not satisfied with the outcome of your initial complaint, the complaint may be elevated, and a further investigation undertaken by a senior member of the team. This is Stage 2 of our complaints procedure.  We have up to 25 working days to respond to this stage of your complaint.

If you are still dissatisfied with our earlier responses then the final stage of the process is to complain to the Parliamentary and Health Service Ombudsman. www.ombudsman.org.uk

Please send any comments, compliments or complaints to feedback@communityhealthpartnerships.co.uk or to our Head Office at Suite 12b Manchester One, 53 Portland Street, Manchester M1 3LD.

Letting us know when things go well

We always like to know when your experience of our staff, services and facilities has been positive. To share your experiences with us, please contact feedback@communityhealthpartnerships.co.uk

8 September 2021