LifeCare Edinburgh welcomes feedback, both positive and negative on the services it provides. These comments are regarded as an important source to enable a review and improvement of the services we provide.
If you are unhappy with any aspect of a service that we provide to you, we would like to hear from you.
What is a complaint?
A complaint arises when an applicant, client, carer, customer or other service recipient is dissatisfied with the service they have received from LifeCare Edinburgh.
How do I make a complaint?
Details should be sent in writing to the Marketing and Communications Manager unless your complaint concerns a member of the care services staff., in which case you should send your complaint to the Chief Executive at LifeCare Edinburgh, 2 Cheyne Street, Edinburgh EH4 1JB.
You will receive an acknowledgement within five working days from the date of receipt of the complaint advising you who is dealing with your complaint and when you may expect a fuller response. The person responsible will investigate all aspects of your complaint, allowing others involved to make their contribution, possibly returning to you for supporting information or evidence. A response with details of any action taken or recommendations for further action will be sent to you within the proposed timescales.
Further to this if you are not satisfied with how your complaint has been dealt with at this stage, you can appeal to the Chief Executive who will investigate further and report the findings of that investigation to you within 14 working days on receipt of your letter.
If you are unhappy with this outcome you can write to the Chairman of The Board of Trustees who will give you a written reply to your complaint within 21 working days on receipt of your letter.
All complaints will be reported to the Board of Trustees.
A record of the investigation and the outcomes will be recorded and retained by LifeCare Edinburgh and made available to those authorised to monitor our services.
2 Cheyne Street
Tel No: 0131 343 0940
What if I’m not satisfied with your response to my concerns?
At any time you can complain directly regarding a care service to The Care Inspectorate or to The City of Edinburgh Council.[For Registered Services Only]
The Local Care Inspectorate Office
South East Region
Tel. No: 0845 600 8335
The City of Edinburgh Council
Social Work Advice and Complaints
Level 4/17, Waverly Court
4 East Market Street
Tel. No: 0131 553 8395
LifeCare Edinburgh maintain a complaints register. This is reviewed annually.
Reporting complements or positive stories to us.
In addition to complaints, we would like to hear any positive comments you may have.