Your Right to Complain
At OliveCross Healthcare, we strive to deliver the highest standard of home care at all times. However, we also recognise that no service is perfect, and there may be occasions when things do not go as planned. When that happens, we want to know about it immediately, so we can put it right and prevent it from happening again.
We view every complaint as an opportunity to learn, improve, and strengthen our service. Our complaints process is fair, transparent, thorough, and designed to resolve concerns as quickly and effectively as possible.
How to Make a Complaint
You can complain yourself, or someone can do so on your behalf: a family member, friend, advocate, or solicitor with your consent.
Our Complaints Process
1. Acknowledgement
We acknowledge receipt of your complaint within two working days. We will confirm who is responsible for investigating your complaint and provide you with a reference number.
2. Investigation
We investigate your complaint thoroughly and impartially. This may involve reviewing care records, speaking with staff, consulting with the individuals involved, and gathering any other relevant evidence. We aim to complete the investigation within 20 working days. If more time is needed, we will keep you informed of progress.
3. Written Response
Once the investigation is complete, we provide you with a detailed written response that explains our findings, the actions we have taken or plan to take, any apologies or remedies offered, and recommendations for preventing recurrence.
4. External Escalation
If you are not satisfied with our response, you have the right to escalate your complaint to the following independent bodies:
Our Promise to You
Making a complaint will never affect the quality of care you receive. We operate a strict policy of non-victimisation, and no individual will ever be treated differently because they raised a concern. We actively encourage open, honest feedback as a vital part of our commitment to continuous improvement.
There is no sales pressure, no automated phone systems, and no being passed from department to department. Just a warm, professional conversation with someone who wants to help.