We aim to respond to complaints within 10–20 working days. The procedure is also available to any individual acting on behalf of and with 498 0 obj <>/Filter/FlateDecode/ID[<729160E1E6A6544A8E30571DE0C212BD>]/Index[488 18]/Info 487 0 R/Length 65/Prev 282584/Root 489 0 R/Size 506/Type/XRef/W[1 2 1]>>stream If you leave us a message we will call you back within one working day). We have a confidential voicemail available. PALS (Patient Advice and Liaison Service) If you have a comment, compliment, concern or complaint and you live in west Essex, you can contact us in the following ways: Tel: 01992 566122 (Monday to Friday, 10am to 4pm. We will check with you that you are aware of the complaint and that you agree with it before proceeding. 488 0 obj <> endobj The Council is absolutely committed to responding to customers in a timely manner and recognises the importance of prompt resolution of complaints for our customers. 24 February 2021. Find out how to get in touch online or by phone. Please help us to keep this helpline for people who cannot go online, need help to do so or who want general advice about the complaints process. We will aim to reply within 15 working days, or to let you know within this time if our reply will take longer. Complaining about social care services You may have several options to make a complaint about adult social care services. Lyndhurst Road. Complaints about s e For children and young people who get help from us what think aboutour services www.westsussex.gov.uk Email: socialcare@westsussex.gov.uk WS351 August 2009AP CS129 Phone 0800 137 126 e-mail cyps.comments@westsussex.gov.uk Write Customer Relations Team County Hall Tower Street Chichester West Sussex PO19 1QT Speak up Speak out Speak “ OUT” Remember! This year, Ofsted said West Sussex County Council (WSCC) children's services had "widespread and serious weaknesses". MASH is the single point of contact for all safeguarding concerns regarding children and young people in West Sussex, and includes front door access for Early Help. The attached datasets provide localised data that Commissioners may find useful. Blog. [NB. This report has been followed by a Progress report into children’s social care services in West Sussex County Council. Email Customer Services on feedback@westsussex.gov.uk. Click here to find out more about the complaints procedure Theme(s) Apply. West Sussex County Council Children’s Social Care Services complaints and representations procedures 1. Please note: due to the Coronavirus (COVID-19) pandemic, Adur & Worthing Councils are following government advice to protect the public and our staff. Search for Social Service & Welfare Organisations near you. If you would like someone else to deal with the complaint on your behalf, or to support you when you make your complaint, this is fine. Healthwatch West Sussex and Help & Care has … View all. ���Hh8�! The main County Hall telephone number is:- Chichester (01243) 777100. The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. Email: pals@sussexpartnership.nhs.uk. The best way to get something sorted out is to talk or write to the person you dealt with, or their line manager. About the County Council. You can view full contact details for schools on the West Sussex Grid for Learning as well as further detail about the school ... Social & Caring Services. If you want to make a formal complaint in writing, please email either PALSChichester@wsht.nhs.uk or PALSWorthing@wsht.nhs.uk in the first instance, or write to: The Chief Executive. If this is the first time you have raised this complaint, it will be passed to the service that the complaint relates to for an answer. Find services; Help making a complaint; Coronavirus; Contact Us; News and reports. Telephone: 0300 061 0614 10am - 4pm, Monday - Friday Email: you can fill in a complaint form through the website If you require an interpreter to help you make a complaint call 01243 777100 and ask to use the Telephone Interpreting Service. $LW � Q�����Xd100b%�3�� ` � This is an informal (Stage 1) response. West Sussex. Becky Shaw will run both councils from 6 January. Adult social care comments and complaints Your feedback helps us to improve our services and how we deliver them. If you complain by telephone or in person, you should keep a note of what was said. It is possible that they will contact you to discuss your complaint before they send the response. You can contact via phone, email or complete an online form on the West Sussex County Council website. We support people with their mental health, provide specialist training and campaign to improve services and promote understanding. Copyright © West Sussex County Council. As the COVID-19 Vaccination programme is underway in West Sussex, we are keen to hear your views and experiences. Tweet West Sussex County Council Comments. More about what actions could you take; Complaints about children's services. Tel: 0300 304 2198. West Sussex is now under national lockdown: stay at home. 01243 752164. If you want to discuss a concern, tell us something about our services, send us a compliment or make a complaint then please see our adult social care comments and complaints … Reset. These Regulations cover Western Sussex Hospitals NHS Foundation Trust. Worthing. Complaints are dealt with under one of three Council procedures: When we receive your complaint we will advise you which procedure we will follow. Policy and Principles This document sets out the complaints and representations policy, procedure and guidance for Children’s Social Care. 0 Complaints - West Sussex County Council. If you are unhappy about the service you have had from your social services department, you may be able to use the local authority's complaints procedure. The need for a complaints procedure for Adults’ Services is laid down in statute. Find Social Service & Welfare Organisations near West Sussex on Yell, get contact details, opening hours, directions and a service overview. What the law says and what this means for Adults’ Services 1.1 The need for a complaints procedure for Adults’ Services is laid down in statute. Your complaint doesn't have to be in writing. The address for all County Council Heads of Unit is:-County Hall, Chichester, West Sussex, PO19 1RQ. 1 What the law says and what this means for Adults’ Services 1.1. 505 0 obj <>stream Alternatively, you may make representation to a Councillor, who will pass the complaint to us on your behalf for consideration and response. Social care services in Adur and Worthing are run by West Sussex County Council, not by Adur District Council or Worthing Borough Council. BN11 2DH. From 1 April 2017 this has to be used for all complaints made on or after this date. hޜUmO�@�+�4�{�P��P�4��L >��h��IՄ ���K›�)r}���ǩ�0�#�sМfA��-��Z��z��O�����M��gAvir��bVγb�q2L�Yg \0 ��ztX5�c��*Mn��7e!�W�7�@��r��U��zZnViN��g�l�z��'��I�ԛ�@''i��E���u���ѤN�@gi�+�M\�����&�YA��(d�eM��4 �kO2I�y�������|��ӚE���D�0]e���E���"�mlY�H����4]A}G����[���. Visit Complaints Procedures. endstream endobj startxref Making a complaint about children’s social care services Compliments and comments If you have a compliment or comment you can: let the member of staff know yourself or tell their manager; send an email to childrens.services@hants.gov.uk. COMPLAINT FORM. You can make a complaint online, by letter or email or by using the Stage 1 complaint form [68kb]. Visit Customer Services. West Sussex County Council Proposed Executive Decision for 10 February 2020 call-in deadline 5 p.m. on 19 February 2020 The following proposed key decision has been endorsed by an officer and will come into effect at the end of the call-in period unless the call-in procedure is activated. You can do this online, by telephone, in person or in writing with our Complaints leaflet below. �&%����+*�\�fTX>�����We�dكp.�f߃�V�C�,\�F��30�w0�w00U40*Wttt00 Complaints. How your comments help us review and improve our services. The final stage for complaints about social services and other local authority services. Use this comments section to discuss problems you have had with West Sussex County Council, or how they have handled your complaints. Social care complaints follow a different process. West Sussex County Council Adults’ Services Complaints: guidance for practitioners and managers Authors: Dave Loveman, Cathy Craggs, Greg Slay Copyright © West Sussex County Council / Version 5 / March 2014 Page 4 1. We are working hard to ensure that services to residents are as near to normal in these very uncertain times, however we are prioritising our workload to ensure essential services continue. The regulations can be found in the Local Authority Social You can make your complaint to anyone who works for social services. Let us know if this page was helpful so we can make improvements. The Regulations can be found in the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. Share this. Search . Whilst many staff work off site, there are some limitations on the work that can be carried out, including dealing with post, printing and posting paper documents and acc… West Sussex County Council social care services. Call Customer Services on 01243 777100. The 6 months time limit starts to run from the point you became aware of the problem. Multi Agency Safeguarding Hub (MASH) (Social Care) Service. Type . If you do not agree with the outcome of your assessment, you can make an appeal by contacting the appropriate service: Social care assessments – contact your worker or the person who did the assessment; Financial assessments – call 01323 464 699; Complaints annual report See page 25] Our complaints procedure is available to anyone who lives or works in West Sussex or visits the County and receives one or more of our services. Whenever you have a problem with our social care services we want to hear about it. They must record the complaint and inform the local authority's (LA) Complaints Officer. COVID-19 Vaccinations: Your views and experiences. Ң��S�1A�OP�?�+y� h�bbd``b`��A���$���;�[ endstream endobj 489 0 obj <>/Metadata 55 0 R/Outlines 83 0 R/PageLayout/OneColumn/Pages 484 0 R/StructTreeRoot 121 0 R/Type/Catalog/ViewerPreferences<>>> endobj 490 0 obj <>/Font<>/ProcSet[/PDF/Text/ImageC]/XObject<>>>/Rotate 0/StructParents 0/Tabs/S/Type/Page>> endobj 491 0 obj <>stream Time limit: You have 6 months to take a complaint to the local authority. Courses for health and social care professionals > ... West Sussex BN13 3EP. The response will tell you what the next steps are if you are still unhappy. If you don't know how to contact them, or you don't need to speak to anybody, you can register your complaint with us. Add a star rating and leave your feedback below to show how useful you found this page. h�b```���ܳ@�����9�mp`8p֚�w����2>K^N>)�V�ַ�i��ΜL? Who can make a complaint? When you make a complaint we will require your name, contact details and a brief description of the complaint and the service it refers to. Although most people have no problems when using health and social care services, sometimes things can go wrong and people need to find out more on advocacy and complaints. One option is to use the complaints procedure, or you may be able to report your concerns to a different organisation, for example, the Local Government Ombudsman or the regulatory body of the professional involved. This document should be … Appealing a decision. There may be other steps you could take too. %%EOF We are a free service. Here you can find out more information on advocacy and complaints. Please use the links below to take you to the relevant page on the West Sussex County Council website. Publications, policies and reports Download or request social care publications and view key social care and health documents. We investigate complaints in a fair and independent way - we do not take sides. Other action you could take Your options if you do not want to use the local authority complaints procedure to complain about social services or what to do if you have used the procedure and are not satisfied with the outcome. The complexity of the health and social care system can make it difficult to know how to go about this. Latest news and views. If you are an adult, you can find details about advocacy and organisations who might help on our Connect to Support site. Local Authority commissioners will be free to procure independent complaints advocacy services where they see fit. The SPSO has provided a model complaints handling procedure for all social work service providers. A complaint can be made by anyone who is negatively affected by the actions or decisions of the Trust. (� �*����J�@�� ��b@���"!���O� Please help us to keep this helpline for people who cannot go online, need help to do so or who want general advice about the complaints process. If you do not wish to complain yourself, with your permission someone else can do so on your behalf. Before you decide what to do, you should consider which action would be most likely to get the result you need. Home. View our latest information and advice about coronavirus, Corporate comments, compliments and complaints leaflet (PDF, 1.1MB), Corporate complaints procedure (PDF, 149KB), Handling unreasonably persistent complainants and unacceptable behaviour (PDF, 148KB), Complaints about adult social care practice (PDF, 323KB), Adults' complaints easy-read version (PDF, 220KB), Comments, compliments and complaints about adults' social care (PDF, 159KB), Pan-Sussex joint working on complaints protocol (PDF, 33KB), Children's statutory complaints policy (PDF, 467KB), Comments, compliments and complaints about children's social care leaflet (PDF, 151KB). Have your say. If you are a child or a care leaver you can find details about advocacy on our Your Space site. Keeping healthy and well Support for mental and physical health, including disability. West Sussex County Council will only use this email address to respond to any issues raised. Using the local authority complaints procedure to complain about social services. If you complain in writing, you should keep a copy of the letter, email or fax. Whichever way we are going to deal with the problem, we will give you a full explanation of what we are doing and why. If you require an interpreter to help you make a complaint call 01243 777100 and ask to use the Telephone Interpreting Service. �����(f`3�a��� ͼ|�d�+l�@1d`az�X@�e�����g�:c��@���A� .j���U� ` _�U( West Sussex Mind is an independent local charity. %PDF-1.6 %���� Find out about the different housing and care homes available for you in West Sussex. NHS Independent Complaints Advocacy Service (ICAS) From 1 April 2013, independent advocacy will be commissioned through Local Authorities. Sometimes we will treat the problem as a complaint and use the procedures in the supporting documents section below; at other times we may use a different way to resolve things: The three complaints procedures vary slightly, but each one means that you will receive a response from the manager responsible for the service, hopefully within ten working days but certainly within 20 working days.