Complaints Policy Statement

NORACARE MICROPROVIDER 

COMPLAINTS POLICY

Our Complaints procedure tells you what you need to do to raise a complaint. Please send your complaint to contact@noracare.co.uk

Comments or complaints received will be read by the manager. We will attempt to respond to you within no more than ten days from receipt of the complaint.

The manager will consider your complaint impartially, ie taking care to not use carers who know/are connected to the subject of your complaint; anyone who knows them well or anyone who knows you or your family. If impartiality or confidentiality is difficult and/or the issue is challenging the network may choose to involve people from a neighbouring Microprovider network and/or an independent body.

We read and assess your complaint – requesting additional information from you as required.

Your complaint will be assessed against the Code of Conduct and the network principles, using a fair and consistent process.

You will be informed in writing about the process that has taken place and the outcome by the manager.

Providers/Client against whom a complaint has been made will be informed in writing about the process that has taken place and the outcome by the manager taking care to protect your confidentiality.

If the complaint is raised by a Client against a Microprovider and is deemed to be a minor one, the network may decide to support the Microprovider to help them enhance their knowledge and/or improve their practice. Microproviders who seriously breach the Code of Conduct or Network Principles will lose their network connection to NORACARE.

26 September 2023

For Clients & Microproviders

Ending a Microprovider’s network membership

NORACARE may decide to end the working relationship of a NORACARE network member This may because:

A complaint has been made by someone using the services of a member. This has been assessed and a decision taken that the provider has breached NORACARE principles or the code of conduct in a way that is incompatible with continued network membership.

Network members have concerns that the provider has breached network principles or the code of conduct in a way that is incompatible with continued network membership.

NORACARE will always ensure that a fair and consistent process for assessing concerns takes place. This will involve external advisers if impartiality or confidentiality cannot be assured. Members and/or their conduct will be assessed against the network principles and code of conduct. People losing their network membership will be informed in writing by the Manager and given clear information about the process that has been followed, the evidence they have breached network principles and/or code of conduct.