Complaints, Concerns & Compliments

DMP Healthcare recognises the need to learn from complaints, concerns and compliments. They are all an important source for improving resident safety within the organisation and a tool for improving care.

Giving us a compliment

We absolutely love to hear about when we do things well. If you have something positive to share or want to say a special thank you to someone in our team then please get in touch; we will always share your compliment with the team member involved; we value our team and want to them to know how great a job they do.

Please contact either the Registered Manager direct at the service or our Head Office direct:

Write to: 14 Lyon Road, Congress House, Harrow, Middlesex, United Kingdom, HA1 2EN or Email: admin@dmphealthcare.co.uk

Raising a concern

We take feedback seriously at DMP healthcare and do our best to work with our customers if issues occur, to put things right, and learn lessons for the future. If, despite our best intentions, the service does not meet your expectations and you are unhappy, we ask that you speak with the registered Manager in the first instance, as many issues can be resolved right away with a telephone call or meeting. Any concerns should be raised in good time (usually within 3 months) so that it can be addressed and resolved as quickly as possible.

Raising a complaint

Stage 1: Listening to you locally

If you have raised a concern that remains unresolved, it can be treated as a complaint. Please submit in writing to the registered Manager with specific details on why you are unhappy and if possible, outline what you think could be done to put it right.

We will write to you to acknowledge the complaint within 5 working days and we will aim to complete any investigation and provide you with a response within 28 working days. (If for any reason we require more time, we will inform you as soon as possible)

We do understand it isn’t always possible to raise a complaint directly with the people involved in providing the care, so in that situation you are welcome to raise your complaint with Head Office and they will ensure it is allocated to the appropriate person. Please Email: admin@dmphealthcare.co.uk

Stage 2: Listening to you at a senior level

If, after a Stage 1 response is shared with you, you feel your complaint remains unresolved, you should contact the Registered Manager or Head Office within 28 working days of receiving your written response.

In raising a Stage 2 complaint you must outline concerns that have not already been investigated in detail and what you consider to be a suitable resolution. If appropriate, your complaint will be allocated Either a Nominated Individual or the Company Director who will review why your complaint remains unresolved and hopefully reach a resolution.

You will receive a written acknowledgement within 5 working days and we will aim to complete a review and respond within 28 working days. If for any reason we require more time, we will inform you as soon as possible.

You will receive a written acknowledgement within 5 working days and we will aim to complete a review and respond within 28 working days. If for any reason we require more time, we will inform you as soon as possible.

The Parliamentary and Health Service Ombudsman,
Millbank Tower,
Millbank,
London, SW1P 4QP

Tel. 0345 015 4033

The Local Government Ombudsman,
10th Floor,
Millbank Tower,
Millbank,
London, SW1P 4QP

Advice Line Tel: 0300 061 0614 (for complainants)

Please note: The Care Quality Commission for England are regulators and do not investigate individual complaints or concerns raised.