Feedback

Last updated: January 2021

Introduction

We aim to provide the highest standard of care and our clients’ views are important to us and help to ensure our services are consistently meeting your needs. If you are unhappy with any of our services, or you think that we could do better, then please let us know.

Making a suggestion or complaint

Anyone receiving services, their family and their organisation, may make a suggestion or a complaint.  Please write to Matt Edwards, Chief Clinical Officer and send this to info@thrive-worldwide.org. We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and seek to learn from these situations to help us improve the service we provide. We treat all complaints in confidence.

Who can complain

Anyone affected by the way Thrive Worldwide provides services can make a complaint. A representative may complain for the affected person if they:

  • have died
  • cannot make a complaint themselves, or
  • have given consent for the representative to act on their behalf

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

How you can make a complaint

You can complain:

  • in person
  • by telephone
  • If you complain by phone or in person we will make a written record and provide a copy of it within 3 working days by email
  • through a member of our staff
  • through an advocate or representative
  • by letter
  • by email

Responsibility

The Chief Clinical Officer has overall responsibility for dealing with all complaints made about Thrive services. We will provide as far as is reasonably practical:

  • any help you need to understand the complaints procedure; or
  • advice on where you may get that help.

How we handle complaints

  • The Chief Clinical Officer may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
  • We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.
  • We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.
  • When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:
    • details of the findings;
    • any action we have taken; and
    • our proposals to resolve your complaint.

Time limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

Further steps

At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact the CEO.