Contact us: 0118 405 0233
Service Policies
Our commitment to quality, safety, and dignity is reflected in our formal operating procedures. These policies ensure we provide the highest standard of care while protecting the rights of our clients and staff.
Complaints Policy
Our Commitment
Your Care Plus is committed to providing safe, high quality, person centred care. We welcome feedback, concerns and complaints as an opportunity to improve our services and ensure the best possible experience for those we support.
Raising a Concern
If you have a minor concern or dissatisfaction, such as communication or timing of visits, we encourage you to raise this informally with a member of staff or a manager. These concerns are recorded and reviewed to support service improvement.
How to Make a Complaint
You can make a complaint at any time by:
• Speaking with your care worker, supervisor or manager
• Calling your local Your Care Plus office
• Emailing or writing to us
You will also have the opportunity to provide feedback during regular service reviews.
What You Can Expect From Us
• We will acknowledge complaints within 2 working days
• We aim to provide a full written response within 7 working days
• If further investigation is required, we will keep you informed and provide an updated timescale
• All complaints are reviewed by the Registered Manager, with oversight from the Nominated Individual
How Complaints Are Managed
Stage 1: Minor Concerns
Examples include staff attitude, lateness or miscommunication. These are investigated by a supervisor and usually resolved within 5 working days with an explanation and agreed improvements.
Stage 2: Service Issues
Examples include missed visits, incorrect care tasks or repeated concerns. These are investigated by the Registered Manager and resolved within 10 working days, with a formal response and any required service improvements.
Stage 3: Serious Complaints or Safeguarding Concerns
Concerns involving potential harm, abuse or serious misconduct are escalated immediately and may be referred to external agencies such as the Local Authority Safeguarding Team, the Care Quality Commission or the Police. Investigations begin immediately and responses are provided as soon as possible.
Escalating Your Complaint
If you are unhappy with our response, you may contact external organisations:
Care Quality Commission (CQC)
Phone: 03000 616161
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk
You may also contact your local Adult Social Care Safeguarding Team directly. Independent advocacy support is available if you would like assistance raising a complaint.
Safeguarding Policy
Your Care Plus is fully committed to safeguarding and promoting the safety, dignity and wellbeing of all adults who use our services. Everyone has the right to live free from abuse, harm and neglect, and we promote an open and transparent culture where concerns are recognised and acted upon without delay.
Our safeguarding practice follows the Care Act 2014 and the Mental Capacity Act 2005, supporting individuals to make their own decisions wherever possible while ensuring protection when they are unable to do so. Abuse can take many forms, including physical, domestic, sexual, psychological or emotional, financial, discriminatory or organisational abuse, neglect or acts of omission, modern slavery and self neglect.
Safeguarding applies to adults with care and support needs who may be at risk of abuse or neglect. If anyone notices signs such as unexplained injuries, sudden changes in behaviour, fear or anxiety, poor personal care or unusual financial activity, they should report concerns immediately to a member of staff or the management team.
All concerns are taken seriously, recorded and acted upon without delay, with referrals made to the Local Authority, CQC or emergency services where required. We work in partnership with families and professionals, share information appropriately to keep people safe, and follow the principles of empowerment, prevention, protection, proportionality, partnership and accountability.
Compliments Policy
Your Care Plus values and welcomes positive feedback from the people we support, their families and professionals. Compliments help us recognise excellent care, celebrate staff achievements and continue improving the quality of our services.
Sharing positive experiences supports staff wellbeing, promotes high standards and helps us understand what matters most to those who use our service.
Compliments can be shared at any time by speaking with a member of staff or the management team, contacting our office by telephone or email, or providing feedback during reviews and visits.
All compliments are recorded, shared with the staff involved and used to recognise good practice and support ongoing service improvement.
Personal information is handled respectfully and in line with data protection requirements, and we are grateful to everyone who takes the time to share positive feedback.
Share Your Feedback
The team at Your Care Plus is committed to listening and learning from our community. Whether you have a compliment, a suggestion for improvement, or a complaint, your feedback helps us maintain the compassionate, dignified care that makes a difference in Reading.
Policies & Feedback FAQs
How will my feedback be handled?
Every piece of feedback is reviewed by our Registered Manager. Compliments are used to celebrate staff success, while suggestions and complaints drive our continuous improvement plan to ensure the highest standards of care.
What is the timeline for a response?
We acknowledge all formal feedback within 48 hours. If an investigation is required, we provide a detailed update or resolution within 14 working days, keeping you informed throughout the process.
Will my feedback remain private?
Absolutely. Your feedback is treated with the utmost confidentiality and stored securely. We only share details internally with relevant staff to address the points raised, unless regulatory reporting is mandatory.
Can I escalate my concern if I am unhappy with the outcome?
Yes. If our initial resolution does not meet your expectations, you can request a formal review by our Director. We also provide information on how to contact the Local Government and Social Care Ombudsman.